Mortgage Support Specialist

CHICKASAW COMMUNITY BANK•Oklahoma City, OK

1d•Onsite

About The Position

The Mortgage Support Specialist is responsible for providing support to our loan application process. The responsibilities of this position are to assist with the administrative, processing, rate lock functions, and pipeline management duties of an assigned mortgage sales team. At times during the loan process, the Mortgage Support Specialist may be directly communicating with the client and must be able to effectively facilitate specific process needs, including receiving information that may be a potential sales opportunity for the assigned Mortgage Loan Officer. Tasks include but are not limited to ordering and collecting documentation required for the timely closing of loans, executing rate lock requests and changes, assessing compliance milestones and borrower qualifications.

Requirements

Customer service or similar experience or education is required
Strong computer skills
Time management skills
Communication skills
Multitasking skills
Adhere to the bank’s policies and support management decisions and goals in a positive, manner
Represent CCB with a high level of integrity and professionalism
Maintain knowledge and understanding of banking rules, regulations, laws, and all policies and procedures
Knowledge of applicable bank software, programs, and procedures
Demonstrate a willingness to adapt to changing business needs and deadlines
Possess a work ethic that includes neatness and punctuality
Exhibit a professional, business-like appearance, and demeanor
Answer all voicemails and emails within 24 hours of receipt
Confer with management concerning questions, procedures, necessary information, forms completion, and problem resolutions
Complete and attend all required CCB training
Maintain satisfactory attendance
Review new files within 48 hours
Close all loans on or before expected closing date
Keep accurate and updated notes on every loan file in our Loan Origination System
Good written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person and over the phone
Superior customer service skills
Ability to multi-task and remain professional in a challenging environment with constant deadlines
Ability to learn and navigate computer systems and websites necessary to complete job description and other duties as assigned
Ability to work independently and as part of a team
Ability to take initiative and prioritize tasks; excellent time-management, organizational, problem-prevention and problem-solving skills
Knowledge and understanding of banking rules, regulations, laws and all policies and procedures pertaining to them including but not limited to the Bank Secrecy Act
Ability to work accurately with close attention to detail
Ability to maintain confidentiality of sensitive information
Ability to study and apply new information
Advanced knowledge of the mortgage department’s Loan Operating System (LOS)
Ability to learn products, services and procedures quickly and accurately; explain concepts clearly to customers
Ability to establish credibility and rapport, be friendly and personable and look for ways to benefit the customer
Excellent customer contact skills; comfortable asking questions/interviewing customers about their financial situation; strong listening skills
Must be self-motivated, assertive, and perform well in a team environment
Must be organized and maintain a positive demeanor in all situations
High School Diploma or GED required
Associate’s degree or equivalent combination of education and relevant experience
Encompass experience required

Nice To Haves

Minimum of 2 years of mortgage processing or lending experience preferred
Optimal Blue experience required
ICE PPE experience required; administrator experience preferred

Responsibilities

Ordering and collecting documentation required for the timely closing of loans
Executing rate lock requests and changes
Assessing compliance milestones and borrower qualifications
Promote outstanding customer experience by exemplifying prompt follow-up and proactive internal/external customer communication, proper etiquette, and all other professional internal and external customer service qualities to build a better life for our clients
Manage the daily distribution and reassignment of mortgage leads and loan applications to MLOs ensuring timely customer contact and adherence to internal service level expectations.
Act as liaison between Mortgage Loan Officer and Mortgage Processor
Review complex files; identify potential problems with loan applications and arrive at workable solutions prior to submission to Processing
Monitor pipeline, including updating Mortgage Loan officers (MLOs) on pipeline status and updating borrowers and builders and realtors on status of loan and coordinate weekly pipeline compliance meetings with MLOs to review outstanding compliance conditions, file reviews, and required follow up actions.
Watch for and prevent pipeline fallout
Monitor multiple mortgage pipeline dashboards to identify loan requiring action.
Manage Lock desk and secondary market operations including but not limited to, daily morning lock report, expiring rate lock monitoring, lock change and extension requests, ICE PPE administration, margin updates and reporting, par rate reporting, monthly concession and exception reporting.
Monitor investor purchase timeline and ensure post-closing loans are delivered within required investor deadlines.
Act as the cancellation clerk by assigning cancelled files to the UW team and sending out AA letters.
Send out NOIs and conditional approval letters to borrowers.
Processes application deposit and refunds
Post-closing duties include scanning and filing closing packets, mailing notes, allonges and releases to investors, and mailing trailing documents monthly.
Coordinate marketing to buyers, sellers, realtors and builders; assist in staffing Realtor/builder open houses and trade shows
Coordinate the preparation of required loan documentation; review documentation for compliance with documentation requirements; coordinate the execution of loan documents; follow up with clients, insurance agents, Title Company and/ or attorney for missing loan documentation as necessary
Effective file maintenance to resolve exceptions or any other documentation deficiencies along with actively managing outstanding exception items for compliance with Credit Policy
Perform other duties as assigned.