Non-Agency Scenario Desk Specialist

CrossCountry Mortgage, LLC

1d•$44 - $46

About The Position

The Non-Agency Scenario Desk Specialist is responsible for providing guidance to all employees by way of in-person and virtual communications. This role meets turn times and maintains customer satisfaction within a given region and is the central point of contact for Loan Officers and Loan Processors to provide a thorough understanding of product and policy guidelines. This guidance ranges from answering “how-to” questions, providing investor specific guidelines, reviewing and analyzing income scenarios/documentation, and assisting in detailed loan structure/scenario questions.

Requirements

Bachelor’s degree and/or equivalent combination of education/experience.
4+ years of mortgage underwriting experience, underwriting to multiple agency and investor guidelines, preferred.
Experience using Microsoft Word, Excel, and Outlook, preferred.
Excellent communication, negotiation, and problem-solving skills.
Excellent customer service skills.

Responsibilities

Provide daily loan support for all company employees via a ticketing system, inbound phone calls, and email for underwriting/loan scenario-based questions and communication.
Review and respond to general underwriting scenarios.
Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines.
Analyze various underwriting scenarios and suggest potential alternate options with different investors.
Review and analyze complex income documentation, including personal and business tax returns and provide calculations to be used for qualifying.
Create technical documentation, system documentation, “how to” guides, FAQ’s and self-help references.
Track tasks, activities, and time spent within the ticketing system and meet expected turn-times.
Participate in Underwriting, Regional, and Sales department calls, leading calls as necessary.
Assist with training sales or processing staff in areas where additional guidance is needed.
Collaborate amongst team members and other departments.
Maintain essential underwriting knowledge.
Maintain all UW designations, as applicable.