Residential Mortgage Loan Specialist

HEBRON SAVINGS BANK•Hebron, MD

5d•$22 - $29•Onsite

About The Position

Responsible for managing internally generated mortgage referrals and supporting customers through the residential mortgage application process from initial inquiry through application support and ongoing communication. The position works closely with branch personnel, borrowers, and internal lending staff to ensure timely follow-up, excellent customer service, and effective coordination of mortgage-related activities. The role emphasizes referral management, customer communication, application support, mortgage pipeline tracking, and coordination with internal departments and third-party service providers to ensure a timely, professional, and compliant residential mortgage experience.

Requirements

Prior residential lending or mortgage processing experience required
Working knowledge of residential mortgage products, application requirements, borrower documentation, and applicable mortgage lending regulations.
Ability to obtain and maintain NMLS registration, if not already registered.
Strong customer service, written communication, and verbal communication skills, including the ability to interact professionally with customers, attorneys, service providers, and internal departments.
Strong organizational and time-management skills, with the ability to manage multiple priorities, deadlines, active files, and accurate records.
Strong attention to detail, sound judgment, and ability to identify issues, follow established procedures, and escalate matters appropriately.
Ability to handle sensitive and confidential information professionally and discreetly.
Proficiency with Microsoft Office and the ability to learn Bank systems used for mortgage processing, document tracking, and customer communication.

Nice To Haves

Associate’s degree in finance, economics, accounting, business or related field preferred.

Responsibilities

Manage and respond to residential mortgage referrals generated by branch personnel and other Bank employees.
Contact referred customers to discuss their general mortgage needs, explain the Bank’s application process, identify the appropriate application path, and outline next steps.
Explain the Bank’s residential mortgage product options, rate information, and pricing guidance using Bank-approved rate sheets, procedures, and materials.
Provide customers with the appropriate application package, document checklist, authorization forms, and related application materials; assist with procedural application questions as needed.
Receive, date, log, review, and maintain residential mortgage application materials and loan files in the Bank’s applicable loan origination, tracking, and document management systems.
Collect, organize, and track required borrower, property, insurance, and related documentation.
Coordinate required third-party services and documentation, including appraisal, title work, flood determinations, inspections, attorney/title company communication, insurance, and other approved service provider requests.
Coordinate with branch personnel, lending or credit personnel, compliance, loan documentation & operations, attorneys, title companies, insurance agents, and other parties to support timely processing, settlement, and issue resolution.
Track closing conditions, outstanding items, key deadlines, file status, processing milestones, and mortgage pipeline activity to ensure timely customer follow-up and internal communication.
Coordinate required disclosures and documentation activities in accordance with Bank procedures and applicable regulatory requirements.
Communicate file status updates to customers, branch personnel, and internal staff as appropriate and consistent with privacy and confidentiality requirements.
Identify and escalate customer concerns, file deficiencies, timing issues, disclosure concerns, unusual circumstances, pricing exceptions, or potential compliance issues to the appropriate manager or department.
Maintain effective working relationships with branch personnel and provide guidance regarding the residential mortgage referral process.
Participate in training and support process improvements related to residential mortgage products, application requirements, compliance expectations, systems, procedures, workflow efficiency, and customer service.
Perform other duties necessary to support the goals and objectives of the Bank.