Home Equity Loan Processor

Accenture•St. Louis, MO

3d•$20 - $48•Remote

About The Position

The Home Equity Loan Processor manages a high-volume pipeline of home equity loan applications, ensuring applications are thoroughly reviewed, required documentation is collected and validated, income is calculated, and complete, quality applications are delivered to Underwriting. The role requires meeting production, quality, and service standards while providing excellent customer service and meeting established service-level agreements. The processor serves as a primary customer contact throughout the application process, providing timely status updates and responding to phone calls, emails, and voicemails. This remote opportunity requires the employee to live within 100 miles of a local Accenture office and hold a State NMLS license, having passed the Uniform State Test. The schedule is flexible to meet business needs and may include evenings, weekends, and overtime. Typical hours are 8 a.m.–5 p.m. PST or 10 a.m.–7 p.m. EST, depending on location and business needs.

Requirements

At least 2 years of mortgage experience.
At least 2 years of customer contact experience.
Must hold a State NMLS license and have passed the Uniform State Test; additional licensure will be required.
Ability to work a flexible schedule, including evenings, weekends, and overtime as business demands require.
Ability to work in a fast-paced, multitasking environment.
Self-starter who works well in a team environment.
Strong organizational, problem-solving, and time-management skills.
Professional written and verbal communication skills.
Must be located within 100 miles of a local Accenture office.

Responsibilities

Meet production, quality, and service standards while delivering excellent customer service.
Manage a large pipeline of applications and meet required service-level agreements.
Thoroughly review loan applications; collect, review, and validate required documentation, including calculating income; follow up with customers within established timeframes; and deliver quality applications to Underwriting.
Serve as a primary point of contact by providing timely and periodic application-status updates and returning inquiry calls within service-level agreements.
Accept incoming phone calls and make outbound calls to follow up on outstanding documents and provide loan-status updates.
Monitor and respond to incoming emails and voicemails.
Document all customer communications.
Build customer rapport, set appropriate expectations, ask probing questions, deepen relationships, and follow through on commitments to promote customer satisfaction.
Communicate difficult or complex information clearly and compassionately to support customer retention and sales partner confidence.