Home Equity Loan Processor

Accenture•Sacramento, CA

1d•Remote

About The Position

The Home Equity Loan Processor will manage a large pipeline of applications, ensuring thorough review, collection, and validation of all required documentation, including income calculation. They will serve as a primary point of contact for customers, providing timely status updates and returning all inquiry calls within the service level agreement. The role focuses on achieving customer delight through rapport building, setting expectations, and executing commitments. The processor must be able to articulate complex information clearly and compassionately to drive customer retention and sales partner confidence.

Requirements

Minimum of 2 years of mortgage experience
Minimum of 2 years of customer contact experience
State NMLS licensed
Passed the Uniform State Test
Ability to work well in a fast-paced, multi-task environment
Self-starter that thrives in a team environment
Strong organizational, problem solving and time management skills
Professional communication both written and verbal
Must be located within 100 miles of a local Accenture office in the following states: CA, TX, AZ, NC.

Responsibilities

Meet production, quality, and service standards with an emphasis on delivering exquisite customer service.
Manage a large pipeline of applications while meeting required service level agreements.
Perform thorough application review, collection, review, and validation of all required documentation, including income calculation.
Follow up with the customer within established timeframes.
Deliver a quality application to Underwriting.
Serve as a primary point of contact, providing customers with timely and periodic status updates of their loan application.
Return all inquiry calls within the service level agreement.
Accept incoming phone calls.
Make outbound phone calls to follow up on outstanding documents and provide updates on loan status.
Monitor and respond to incoming emails.
Monitor and respond to incoming voicemails.
Document all communication.
Achieve customer delight through establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening, and executing on all commitments.
Articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence.