Client Success Assistant

Guidance Financial Group•Reston, VA

50d

About The Position

Client Success Assistants are responsible for helping to ensure the customer experience is a positive one. Their role centers around monitoring and managing problematic files, ensuring we meet the quality standards of our mortgage applications which includes the submission of complete and accurate initial documents for review by our Account Manager and Underwriting team. This role requires strong attention to detail, excellent written and verbal communication skills, and the ability to work collaboratively with customers, Account Executives (AE), Account Managers (AM), Underwriters and Closers to resolve file deficiencies.

Requirements

Identify and track files that require additional attention
Engage and follow up with customers to gather all missing documentation in a diligent manner in order to prevent underwriting delays.
Ensure timely resolution of file deficiencies to meet quality standards.
Review submitted documents to confirm they are complete and accurate.
Ensure that mortgage application accurately reflects the information provided by customer and contained in initial documents
Work closely with Account Executive and Customer to address missing or incorrect information.
Communicate with Account Executives (AE), Account Managers (AM), Underwriters, and Closers to facilitate file resolution.
Maintain open lines of communication with customers to gather necessary documents.
Ensure all files meet company policies and regulatory guidelines.
Assist in identifying trends in documentation deficiencies and suggest process improvements.
Utilize strong written and verbal communication to resolve file issues efficiently.
Document all communications and actions taken to rectify file deficiencies.
Maintain records of problematic files, resolutions, and trends.
Provide reports to management on common issues and potential process improvements.

Nice To Haves

Associates degree preferred; one to two years related experience and/or training; or equivalent combination of education and experience in a mortgage banking environment.
Minimum one (1) year experience in a mortgage lending environment preferred.
Strong organizational and communication skills.
Strong attention to detail
Exceptional follow-up skills
Excellent prioritization and time management skills.