Consumer Loan Origination Support Specialist

KeyBank•Brooklyn, OH

2d•$19 - $25•Hybrid

About The Position

In a Financial Services Contact Center environment, the CLC Sales Support Associate processes new loan applications received from the Internet channel. The CLC Sales Support Associate will work as the liaison between the client and Underwriting Department gathering information necessary for credit decisions, as well as resolving internal and external client inquiries and concerns. This is a mobile designated position and requires a minimum two days in office work per week.

Requirements

High School Diploma
Excellent written and oral communication skills
Strong organizational and time management skills.
Knowledge of Microsoft Office utilities, including Word & Excel.
Maintain registration and certification with the Nationwide Mortgage Licensing System and Registry.

Nice To Haves

Associate or bachelor’s Degree
Financial Services background experience
Knowledge of Financial Products
Call Center and Customer Service experience

Responsibilities

Handle inbound and outbound calls to communicate application requirements and credit decisions to clients, including approvals, declines, and counter offers.
Manage the end-to-end processing of loan applications, ensuring all information is accurate and the workflow is efficient.
Assist clients by resolving issues and answering questions during the application process; use problem-solving skills to offer appropriate solutions and direct clients to the correct resources for timely resolution.
Provide expert guidance and support on escalated calls and complex client matters.
Build and maintain strong relationships with both new and existing clients while working in a virtual environment.
Coordinate with branch offices to schedule closing appointments and ensure both clients and branch representatives are fully informed of approval conditions for prompt closings and high client satisfaction.
Order necessary loan closing documents in preparation for scheduled appointments.
Always deliver exceptional client service while strictly adhering to bank policies, regulatory requirements, and internal procedures.
Achieving individual performance goals and actively contributing to the overall success of the team.
Maintain registration and certification with the Nationwide Mortgage Licensing System and Registry.
Demonstrate flexibility by supporting other teams during periods of increased workload or staff absences.
E-mailing
Preparing and e-mailing customer correspondence.
Support other lines of business as back up based upon staffing needs.