Client Success Specialist

Western Alliance Bank • Torrance, CA

1d • Remote

About The Position

As a Client Success Specialist you'll assist the Distributed Retail Loan Officers (DRLO) with overseeing the end-to-end mortgage loan process. You'll co-facilitate an exceptional experience for home borrowers while assisting with a smooth workflow for AmeriHome Loan Officers. You'll collaborate with Loan Officers and AmeriHome Colleagues in various departments to enhance performance, training, accuracy, and production targets, serving as a key liaison for borrower interactions. You'll have oversight with consumer-facing responsibilities to facilitate efficient loan processing, regulatory compliance, and a seamless borrower experience. Monitor loan processing workflows, identify bottlenecks, and implement process improvements to increase efficiency and ensure we are meeting Loan Disclosure Timelines as well as close of escrow deadlines. Ensure all loan documentation is complete, verified, and accurate, adhering to AUS findings, program parameters, and regulatory requirements. Manage the daily pipeline, ensuring loan lock and closing dates are met. Report on performance metrics. Collaborate with internal departments to meet key loan deadlines, including loan lock and closing dates. Manage pipeline reporting and key dates. Collaborate closely with loan officers to structure loans accurately and finalize loan details for closing. Proactively manage borrower communication to ensure a smooth and positive experience, answering questions, addressing concerns, and resolving issues promptly. Foster a collaborative environment between sales and operations to ensure alignment on goals and a unified approach to meeting customer and company objectives. Stay updated on changes in mortgage regulations and assist with training Distributed Retail colleagues on new guidelines and procedures. Collaborate with Compliance to inspect and ensure Distributed Retail is adhering to Regulations. Assess borrower needs and provide personalized consultation on loan options that align with their financial goals.

Requirements

• 2+ years of related experience in Mortgage Industry or similar field.
• High school diploma required; Bachelor's degree in related field preferred.
• Entry level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending; including sales, operations, capital markets and/or other residential mortgage products and services.
• Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate experience with Loan Origination Systems (Encompass).
• Advanced speaking and writing communication skills.
• Occasional travel required.

Responsibilities

• Assist the Distributed Retail Loan Officers (DRLO) with overseeing the end-to-end mortgage loan process.
• Co-facilitate an exceptional experience for home borrowers while assisting with a smooth workflow for AmeriHome Loan Officers.
• Collaborate with Loan Officers and AmeriHome Colleagues in various departments to enhance performance, training, accuracy, and production targets, serving as a key liaison for borrower interactions.
• Have oversight with consumer-facing responsibilities to facilitate efficient loan processing, regulatory compliance, and a seamless borrower experience.
• Monitor loan processing workflows, identify bottlenecks, and implement process improvements to increase efficiency and ensure we are meeting Loan Disclosure Timelines as well as close of escrow deadlines.
• Ensure all loan documentation is complete, verified, and accurate, adhering to AUS findings, program parameters, and regulatory requirements.
• Manage the daily pipeline, ensuring loan lock and closing dates are met.
• Report on performance metrics.
• Collaborate with internal departments to meet key loan deadlines, including loan lock and closing dates.
• Manage pipeline reporting and key dates.
• Collaborate closely with loan officers to structure loans accurately and finalize loan details for closing.
• Proactively manage borrower communication to ensure a smooth and positive experience, answering questions, addressing concerns, and resolving issues promptly.
• Foster a collaborative environment between sales and operations to ensure alignment on goals and a unified approach to meeting customer and company objectives.
• Stay updated on changes in mortgage regulations and assist with training Distributed Retail colleagues on new guidelines and procedures.
• Collaborate with Compliance to inspect and ensure Distributed Retail is adhering to Regulations.
• Assess borrower needs and provide personalized consultation on loan options that align with their financial goals.

Benefits

• We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.
• In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED