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. Customer service or similar experience or education is required as well as strong computer skills, time management, communication, and multitasking.

STATEMENT OF EXPECTATIONS

Chickasaw Community Bank (CCB) expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance.  Expectations include but are not limited to:

• Adhere to the bank’s policies and support management decisions and goals in a positive, professional 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

ESSENTIAL FUNCTIONS

• 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

ADDITIONAL RESPONSIBILITIES

• Perform other duties as assigned.

ENVIRONMENT AND INTERACTION

Work areas are inside, in a climate-controlled environment, with moderate background noise. Position may involve occasional travel to branch locations. Position may involve exposure to potentially hazardous conditions (e.g., robbery).

• Reports To: VP/Operations Manager

PHYSICAL ACTIVITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS

• Normal office environment.
• This work is sedentary and requires the following physical activities:
  • Sitting for long periods of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking, hearing, and visual acuity.
  • Frequent lifting (up to 10 pounds of paper supplies or minor office equipment).

PROFICIENCIES

• 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

EDUCATION AND EXPERIENCE

• High School Diploma or GED required
• Associate’s degree or equivalent combination of education and relevant experience
• Minimum of 2 years of mortgage processing or lending experience preferred
• Optimal Blue experience required ICE PPE experience required; administrator experience preferred
• Encompass experience required