MCC Consumer & Mortgage Lending Specialist

Suncoast Credit Union•Tampa, FL

About The Position

The MCC Consumer & Mortgage Lending Specialist provides timely, accurate, professional, and courteous telephone service to Credit Union members and prospective members while safeguarding confidential information. The role explains the Credit Union’s and its affiliates’ lending products and services, counsels members on financial solutions, initiates consumer and mortgage loan applications in accordance with lending policies and procedures, answers inquiries about new and existing loans, and actively cross-sells products and services. The specialist also handles servicing requests on mortgage accounts, helps members understand and potentially reduce mortgage payments, explains complex topics such as interest calculations and escrow analyses, and submits requests for subordinations, partial releases, co-borrower releases, and mortgage modifications. The position handles complex calls and escalated issues, supports colleagues as a mentor, and represents the Credit Union in community events. The employee must register and maintain registration as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS), as required by the SAFE Act.

Requirements

High school diploma or equivalent.
Must have or be working toward Senior Loan Advocate Lending Authority.
Excellent time-management skills for handling loan and call volume.
Ability to prioritize tasks, manage competing and changing priorities, and meet deadlines.
Accuracy, attention to detail, and strong organizational skills.
Ability to independently resolve non-routine problems requiring analysis.
Excellent knowledge of Credit Union products, services, policies, and procedures relevant to the role.
Excellent knowledge of regulatory compliance relevant to the job.
Excellent knowledge of Credit Union computer systems and software applications required for the job.
Excellent verbal, written, and interpersonal communication skills to interact professionally with members, staff, vendors, and government regulators.
Ability to explain practices, procedures, and policies and reach agreement with others.
Ability to work under limited supervision in routine situations.
Must register as a mortgage loan originator with the NMLS before performing mortgage loan originator activities and maintain registration as required by SAFE Act regulations and Credit Union policies.

Nice To Haves

Two or more years of experience in a financial institution or contact center.

Responsibilities

Provide prompt, accurate, courteous, and professional service to members over the phone.
Verify members’ identities to protect confidential information.
Manage call and loan volume, minimize hold times, and meet adherence standards.
Interview members by phone and gather information needed to complete consumer and mortgage loan applications accurately.
Input and process consumer and mortgage loan requests efficiently and without errors.
Answer questions about consumer and mortgage lending products, applications, and the loan process.
Determine and explain products suited to members’ needs, including loan terms, fees, and disclosures.
Meet monthly personal and organizational goals.
Calculate and explain lending ratios and assess applications for cross-selling opportunities.
Make loan decisions within delegated lending authority.
Prepare and mail Regulation B letters requesting additional information for home equity loans.
Demonstrate Suncoast’s Cultural Beliefs and follow applicable procedures and policies.
Maintain knowledge of consumer and mortgage loan policies, procedures, and regulatory requirements.
Mentor other advocates and help develop their skills and product and service knowledge.
Process mortgage account requests, including payments, payoff quotes, re-amortizations, rate reductions, escrow waivers, amortization schedules, records research, and payment corrections.
Help members resolve problems and identify ways to save on current mortgage payments.
Educate members about mortgage interest and payment calculations and explain escrow disclosures, including surpluses, shortages, deficiencies, and annual account changes.
Submit requests for subordinations, partial releases, co-borrower releases, and mortgage modifications.
Handle complex consumer and mortgage calls and de-escalate member issues.
Serve the community and participate in area events as a Credit Union representative.
Register and maintain annual mortgage loan originator registration with the NMLS, keep registration information current, and provide the unique identifier as required.