Mortgage Concierge Specialist

Commerce Bank•Kansas City, MO

17d•$21 - $24•Hybrid

About The Position

The main purpose of this job is to assist the Commerce Bank Mortgage sales channels and Retail branches by improving the customer experience, conversion on branch referrals, and communication with the sales team and branch network. The Mortgage Concierge Team Member assists the Commerce Bank Mortgage sales channels and Retail branches by improving the customer experience, conversion on branch referrals, and communication with the sales team and branch network. You’ll be responsible for maximum speed-to-market when coordinating lead management and referring mortgage sales opportunities.

Requirements

Ability to adhere to CBI Code of ethics, Do not Call Regulations, Privacy and Opt-Out procedures, HMDA data collection, Suspicious Activity procedures, Adverse Action requirements, Equal Credit Opportunity Act (ECOA), Fair Housing Act (FHA), Commerce’s pricing policies, and all Fair Lending policies and procedures
Ability to possess and maintain a NMLS number
Ability to deliver best in class client care to staff referral pipeline and clients utilizing the lead management data base
Proven track record for providing exceptional internal and external customer service
Ability to work independently while leading and exceeding goals and processing deadlines
Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Advanced level proficiency with Microsoft Word, Excel and Outlook
Associate’s degree in Business or equivalent combination of education and experience required
1+ year banking or financial services experience required
Experience using a mortgage loan origination/processing and automated underwriting system required

Nice To Haves

Experience using Encompass and Velocify systems preferred

Responsibilities

Act as a liaison between the branch network and the mortgage department
Monitor a mortgage hotline number and delegate all uncovered lead opportunities to the appropriate Mortgage Banker per customer preference
Manage the inbound application watch list and inbound chat opportunities to delegate to the appropriate team member per customer preference
Manage and respond immediately to inbound contact forms and delegate to the appropriate Mortgage Banker
Communicate referred leads with referring party and branch leadership all the way through final lead disposition
As needed or if required, analyze applicants’ financial status, creditworthiness, and property evaluation to determine eligibility and feasibility of granting home loans
Provide timely communication updates to sales teams, branch networks, and all other functional areas of mortgage as needed in accordance with established service level agreements and compliance industry regulations. This includes but is not limited to standard policy-required applicant correspondence regarding needed file documentation, looming deadlines, general milestone communication points and decisions.
Adhere to established reporting for concierge team members e.g. Opportunity Funnel, Conversion, Engagement Rate Score
Coordinate with Mortgage Bankers on pre-approvals to follow-up on, communicate with, and action in the lead management system
Perform other duties as assigned