Exception Handling Customer Advocate

Moder

103d

About The Position

The Customer Advocate, Exception Handling is responsible for processing loan applications in compliance with mortgage lending and applicable investor guidelines. Performs duties such as analyzing the loan application, assessing creditworthiness and the likelihood that a loan applicant will be able to repay the debt, analyzing the AUS /Guidelines as they pertain to the loan product and sales structure, reviewing title commitments and fees, ordering subordinations and allocating fees properly in the system. Responsible for monitoring the loan process and managing the proper expectations with the client and the sales staff through closing. Based on these assessments, the Customer Advocate makes mortgage loan recommendations for all Government and Conforming Full Doc products. The Customer Advocate works on a blend of all products based on pipeline management ability. The Customer Advocate Exception Handling works on loans after final approval that cannot be scheduled or closed due to defects or customer objections.

Requirements

• Outstanding communication and customer service skills.
• Excellent attention to detail.
• Well versed in the mortgage process flow and established SLAs.
• Highly skilled on the phone, very organized, and able to handle the overall customer experience.
• MS Office proficient.
• High school diploma or GED required; BA preferred.
• Prior experience of 2 years as a mortgage loan processor processing full doc loans or similar position.

Responsibilities

• Provide excellent customer service as the primary customer contact.
• Act as a liaison between the borrower, underwriter, and loan advisor.
• Provide periodic status updates and timely return all incoming inquiry calls.
• Note all communication and statuses in the Loan Operating System.
• Contact borrowers for all outstanding documents needed.
• Validate the 1003 loan application for completion and accuracy.
• Complete various Processing Checklists to confirm documentation received.
• Escalate loans through proper channels if a loan no longer qualifies.
• Request, follow up, and obtain items from 3rd parties as needed.
• Run AUS engine (DU/LP) to confirm loan scoring and qualification.
• Run compliance engines to ensure loans are compliant at submission.
• Submit for review when Appraisal, Title, Credit, and borrower documents are in.
• Provide quality loan processing and review files for adherence to underwriting standards.
• Record data on status of loans using computer.
• Meet funding goals established at the beginning of every month.
• Maintain assigned pipeline and manage accordingly to meet service level agreements.
• Provide feedback to Loan Credit Advisor on loan quality.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

What This Job Offers

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