Customer Service Specialist Warehouse Lending

Wells Fargo & Company • Charlotte, NC

1d

About The Position

About this role: Wells Fargo is seeking a Customer Service Specialist to join our Mortgage Finance Group (MFG) team. This role will be responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations. In this role, you will conduct comprehensive prefunding loan reviews to assess the accuracy, completeness, and compliance of loan files prior to funding. You will evaluate and verify a broad range of documentation, including but not limited to automated underwriting feedback, Uniform Residential Loan Applications (1003’s), Transmittal Summaries (1008’s), HUD/VA Addendum to Uniform Residential Loan Applications (92900A’s), as well as FHA, VA, USDA, Jumbo, and Conventional loan documentation, Titles, and Closing Protection letters. Your responsibilities include ensuring all documents meet company policies, internal /client guidelines, and regulatory requirements, carefully identifying discrepancies or potential issues that could impact loan eligibility. Additionally, you will collaborate with internal and external stakeholders to resolve outstanding items, thoroughly document findings, and escalate concerns as necessary to support a smooth and compliant loan funding process. Your attention to detail and analytical skills will be essential in safeguarding the quality and integrity of our mortgage portfolio. In this role, you will: Respond promptly and professionally to customer inquiries and issues across a range of complex financial products and services through multiple communication channels. Perform post fund review of automated fraud detection results and supporting documents to identify discrepancies or potential issues affecting loan eligibility. Maintain ongoing collateral monitoring, loan surveillance, and support for other programs serviced on the warehouse loan system. Work collaboratively with both internal teams and external stakeholders to resolve outstanding items and ensure a smooth, compliant loan funding process. Demonstrate strong communication skills and the ability to work effectively in a fast-paced team environment. Safeguard the quality and integrity of the mortgage portfolio through diligent attention to detail and analytical skills.

Requirements

• 2+ years of experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

• 2+ years of experience reviewing loan documents
• Residential loan processing or loan underwriting experience
• Experience working with high attention to detail
• Experience working successfully in a fast-paced environment
• Strong problem-solving skills
• Ability to work successfully both individually and as part of a team
• Excellent verbal, written, and interpersonal communication skills

Responsibilities

• Respond promptly and professionally to customer inquiries and issues across a range of complex financial products and services through multiple communication channels.
• Perform post fund review of automated fraud detection results and supporting documents to identify discrepancies or potential issues affecting loan eligibility.
• Maintain ongoing collateral monitoring, loan surveillance, and support for other programs serviced on the warehouse loan system.
• Work collaboratively with both internal teams and external stakeholders to resolve outstanding items and ensure a smooth, compliant loan funding process.
• Demonstrate strong communication skills and the ability to work effectively in a fast-paced team environment.
• Safeguard the quality and integrity of the mortgage portfolio through diligent attention to detail and analytical skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed