Mortgage Client Advocacy is a robust sales support and client advocacy team with various roles and responsibilities contributing to the overall effectiveness mortgage sales.

The Team focuses on the following main objectives.

• Client Experience and Escalations (Clients)
• Onboarding (Sales)
• On-Demand Support (Sales & Clients)
• Service Excellence (Sales & Clients)
• Business Readiness (Sales)

Who we are looking for : You will be a dedicated team member focused on executing our sales coaching, skills development and client experience deliverables.

You will help your fellow employees, and / or clients by ensuring an excellent experience. Your primary daily responsibilities will include interacting with clients and sales partners providing on demand support.

You will work to resolve client issues and improve the client experience. Requests received via three main support lines - Phone Queue, Email, and Chat.

While not required experience in Mortgage Sales, and / or Client Escalations, Customer service is preferred.

Responsibilities :

• Mortgage Sales - Subject Matter Expert (SME) requiring complex system, policy & procedure proficiency for mortgage originations
• Tasked with multiple responsibilities throughout each day that includes resolving support requests received via telephone, email, or internal messaging.
• Guide, consult, coach, and provide accurate and timely information to Mortgage Sales employees; including procedures and guidelines questions, systems navigation, policy questions, and remote assistance
• Ability to quickly review client / prospect financial situations; this includes collecting and analyzing information about the customer's financial situation, financial and personal objectives, tolerance for risk and change, plans for the future, income, assets, debts, cash flow, and credit history
• Assist and provide service to Clients who are in the Citi loan application process, including customer service situations
• Offer IT support / triage; escalate trouble tickets as necessary
• All aspect of the job will contain various systems to operate in and for accurate reporting and tracking of your daily production
• Work on special projects as requested

Qualifications :

• Minimum 2 years Mortgage Lending experience
• Previous sales or customer service experience required
• Understanding of the mortgage business and / or call center environment is required
• Requires clear and courteous communication skills with both internal and external customers, including verbal and written
• Expertise of general lending products and services and overall mortgage industry
• Retail Banking experience preferred
• Knowledge of the laws and regulations that govern consumer lending, including fair lending, privacy, and RESPA
• Strong relationship development and management skills
• Superior customer service skills
• Process oriented, and results driven

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.

Schedule : Must be flexible to work 9 : 00AM to 6 : 00PM Central and 12 : 00PM to 9 : 00PM Central, as well as rotating Saturdays, based on business needs.

This is a full-time, hybrid position.

Job Family Group : Customer Service

Customer Service

Job Family : Escalation

Escalation

Time Type : Full time

Full time

Primary Location :

Irving Texas United States

Primary Location Full Time Salary Range :

$45,690.00 - $59,610.00

Anticipated Posting Close Date :

May 27, 2024

Last updated : 2024-05-21