Contact Center Mortgage Loan Specialist

State Employees' Credit Union • Wake Forest, NC

5d • Hybrid

About The Position

Experienced Mortgage Loan Specialists are responsible for the full real estate loan process across all delivery channels. MLS should have a solid understanding of the entire real estate loan cycle and servicing functions. This role involves receiving and assisting in the completion of real estate loan applications, serving as the primary point of contact for applicants, and independently assessing and underwriting loan applications. The specialist will communicate decisions, evaluate documentation, counsel potential buyers, and stay updated on market trends and regulations. Additionally, they will assist with servicing existing loans, follow up on leads, price loan applications, coordinate with the processing center, and educate members on products and services. Maintaining a comprehensive knowledge of all real estate lending products, policies, procedures, and regulatory compliance is crucial. The role requires ensuring well-documented loan application history, working reports to cultivate member engagement, adhering to schedules and KPIs, and handling member correspondence. Additional tasks assigned by management will also be part of the responsibilities.

Requirements

• Must have high school diploma or GED equivalent.
• Successful completion of Real Estate Lending Program (RELP) courses and subsequent exam is required before moving to this role.
• Additional Modules Required: Financial Advisory Services (FAS) Overview, Estate Basics, Life Stages & Events
• Minimum of 2 years’ mortgage lending experience strongly preferred.
• Minimum tier 2 lending limits assigned.
• Demonstrated proficiency at current lending approval authority.
• Demonstrated proficiency in all responsibilities and requirements of Contact Center Associate MLS role.
• Must possess the highest level of integrity and objectivity.
• Must possess excellent communication skills, both verbal and written.
• Must be able to communicate with SECU personnel, VPs, SVPs, attorneys, members, appraisers, realtors, etc.
• Must have strong networking and relationship development skills.
• Meets compliance and regulatory standards.
• Makes lending decisions consistent with SECU loan policies.
• Has or is eligible to be registered as an active MLO with the NMLS.
• Must be organized and meticulous.
• Ability to manage multiple responsibilities simultaneously while actively prioritizing incoming member interaction.
• Must be willing to engage in ongoing training and professional development.
• Must have basic computer skills with an ability to learn more complex software for processing of applications and completing loan servicing.
• Has completed all required modules.
• Has completed all required quarterly training courses & other training assigned by management.
• Consistently demonstrates SECU’s Core Values.
• Must be able to speak and write English fluently.
• Must understand and be dedicated to the Credit Union philosophy and work ethic.
• Must adhere to the work schedule and attendance policies established by the Credit Union.

Nice To Haves

• Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Recommendation of VP/SVP for advancement to this level.

Responsibilities

• Receive and assist in the completion of real estate loan applications, serving as the primary point of contact for applicants via phone, digital delivery, email, and chat.
• Independently assess and underwrite real estate loan applications, including applicant(s) credit worthiness, ability to repay, collateral valuation, and organizational risk within assigned tiered approval lending limits.
• Communicate approval or denial decisions to members in a clear and professional manner.
• Evaluate and verify income documentation, including personal and business tax returns, to make informed approval or denial decisions.
• Counsel potential home buyers and existing homeowners, taking complete and accurate real estate loan related applications and obtaining required documentation.
• Proactively stay updated on market trends, interest rates, and changes in lending policies and regulations.
• Assist membership with servicing of existing mortgage and home equity loans.
• Follow up with prequalified applicants and on other leads in a timely and effective manner.
• Price and disclose loan applications by determining the interest rates and fees associated with a loan.
• Coordinate member engagement with the Real Estate Lending Processing Center.
• Maintain a comprehensive knowledge of all real estate lending products, policies, procedures, and regulatory compliance.
• Educate members on available services and make referrals for other Credit Union products and services.
• Ensure well documented, easy to review loan application history notes within the Loan Origination System.
• Work various contact and follow-up reports to cultivate member engagement.
• Maintain strong adherence to set schedule while meeting minimal set expectations and established KPIs and metrics for role.
• Handle incoming member correspondence for the department on a rotational basis.
• Complete additional tasks assigned by management.

Benefits

• Equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

What This Job Offers

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