Mortgage Customer Specialist

U.S. Bank•Remote, OH, OH

1d•$27 - $33•Remote

About The Position

The Mortgage Customer Specialist is responsible for managing the mortgage loan process from initial approval through final approval and closing. This role serves as the primary point of contact for customers, Mortgage Loan Officers, and internal and external partners, ensuring timely communication, document collection, and processing of loan conditions. The Mortgage Customer Specialist works closely with all parties involved in the transaction to facilitate a smooth and efficient loan experience while maintaining compliance with bank, regulatory, and investor guidelines. The ideal candidate demonstrates strong communication, organization, and follow-up skills, with the ability to manage multiple files, prioritize competing deadlines, and provide exceptional customer service throughout the origination process.

Requirements

High school diploma or equivalent
Three or more years of job-related experience
Minimum of 5 years of mortgage loan processing experience.
Proficiency with Loan Product Advisor (LPA) and Desktop Underwriter (DU) automated underwriting systems.
Ability to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Nice To Haves

Effective problem-solving and decision-making skills
Ability to produce results in a fast paced, production-oriented and customer-centric role
Ability to manage multiple tasks/projects and deadlines simultaneously
Effective verbal and written communication skills
Thorough knowledge of loan processing and closing policies and procedures and credit policy to include automated underwriting system approver authority
Experience processing conventional, agency, and bond loan products.
Strong time management, organizational, and prioritization skills with the ability to balance competing demands.
Exceptional attention to detail and accuracy when reviewing loan documentation and underwriting conditions.
Effective verbal and written communication skills with the ability to collaborate across customers, loan officers, underwriters, and business partners.
Proven ability to proactively identify issues, follow through on outstanding conditions, and drive loans to final approval and closing.
Strong customer service orientation and commitment to delivering a positive borrower experience throughout the mortgage process.

Responsibilities

Managing the mortgage loan process from initial approval through final approval and closing.
Serving as the primary point of contact for customers, Mortgage Loan Officers, and internal and external partners.
Ensuring timely communication, document collection, and processing of loan conditions.
Working closely with all parties involved in the transaction to facilitate a smooth and efficient loan experience.
Maintaining compliance with bank, regulatory, and investor guidelines.
Demonstrating strong communication, organization, and follow-up skills.
Managing multiple files, prioritizing competing deadlines, and providing exceptional customer service throughout the origination process.
Processing conventional, agency, and bond loan products.
Managing a high-volume pipeline and meeting multiple deadlines in a fast-paced environment.
Proactively identifying issues, following through on outstanding conditions, and driving loans to final approval and closing.

Benefits

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
Incentive and recognition programs
Equity stock purchase
401(k) contribution and pension