Loan Advisor, HELOC

Freedom Mortgage•Boca Raton, FL

2d•Onsite

About The Position

The Home Equity Line of Credit (HELOC) Loan Advisor is a customer-focused inside sales professional in the Call Center. As part of a collaborative team, the advisor assists customers with inbound and outbound sales opportunities, guiding them through the front end of the sales process by conducting consultative conversations, completing loan applications, and helping customers move toward closing when possible. The advisor answers customer questions, identifies appropriate lending solutions, and supports a positive customer experience throughout each interaction. This includes educating customers about HELOC options and helping them make informed decisions, while recognizing when a HELOC may not be suitable and facilitating a handoff to the appropriate team. The role also involves resolving online application difficulties, addressing customer and process issues with Operations and other business partners, and maintaining clear communication throughout the loan process. The position requires compliance with applicable federal and state laws and regulations, company policies, and shift requirements. The advisor must meet or exceed management-set productivity and quality assurance KPIs, complete assigned Mortgage Loan Originator training activities, maintain regular and punctual attendance, and live within a reasonable commuting distance—typically 75 miles—of a Freedom Mortgage call center or licensed branch. This is an individual-contributor role. Work is normally performed in a typical interior office environment with moderate noise and no hazardous or unpleasant elements.

Requirements

High school diploma.
Experience with HELOC loan products, systems, and processes.
At least one year of mortgage sales experience.
At least one active NMLS/SAFE license, or the ability to become licensed without retaking the SAFE exam.
Strong verbal and written communication skills, including clear and concise communication with customers.
Strong negotiation and time-management skills.
Computer skills and the ability to learn loan origination and automated underwriting systems.
Ability to meet shift requirements and maintain regular, punctual attendance.
Must live within a reasonable commuting distance of a Freedom Mortgage call center or licensed branch, typically within 75 miles.

Responsibilities

Conduct needs-based conversations to understand customers’ financial goals and recommend appropriate HELOC solutions.
Educate customers about HELOC options, including interest rates, APR, repayment terms, and other loan features.
Identify when a HELOC may not be suitable and facilitate a handoff to the appropriate team.
Assist customers with inbound and outbound HELOC opportunities, answer questions, and provide consultative guidance through the application process.
Help customers resolve issues with online HELOC applications, correct information as needed, and provide timely guidance.
Identify and troubleshoot customer, application, and process-related issues; collaborate with Operations and other business partners to resolve or escalate concerns.
Build relationships with internal and external customers and respond to customer needs and expectations professionally.
Use company training materials, reference tools, and other resources to provide accurate, current loan program and policy information.
Oversee the loan process from origination to close and provide ongoing communication to customers and business partners.
Complete assigned Mortgage Loan Originator training activities successfully.
Comply with applicable federal and state laws and regulations, as well as company policies and procedures.
Meet or exceed management-set sales KPIs for productivity and quality assurance.
Adhere to shift requirements and maintain regular, punctual attendance.
Perform other related duties as assigned.