Mortgage Services Origination Representative

Role:

Fulfills a wide variety of member requests either by phone or in person. Performs routine tasks associated with thoroughly understanding all mortgage products. Represents the face of Mortgage Services and continuously strives to provide exceptional five-star service to our members from the start. Performs all tasks in accordance with credit union policies and procedures and federal regulatory laws.

Essential Functions & Responsibilities:

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Receives and responds to all incoming calls and emails to the Mortgage Services department. Responses need to be of a professional nature and completed in a timely manner.

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Maintains thorough knowledge and understanding of Mortgage Services products and procedures.

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Schedules appointments, assigns pre-qualifications, reviews incoming web applications for validity, and directs the flow of any other requests coming into Mortgage Services to the appropriate personnel/department. Ensures reception desk has coverage at all times.

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Creates and preps all Mortgage Loan application files for the Loan Originator. Reviews all loan documents for quality and accuracy before moving the file to Origination.

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Updates the interest rate spreadsheet and provides a copy to all Mortgage Services personnel as well as other applicable departments on the first business day of the week.

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Reviews approved providers list on a quarterly basis and ensures all contact information and fees are accurate.

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Performs other job-related duties as assigned.

Performance Measurements:

1.

Must possess strong verbal and interpersonal communication skills.

2.

Must have excellent time management skills to prioritize and complete a variety of tasks throughout the day.

3.

Proactively seek opportunities to identify appropriate products and services for the betterment of the members.

4.

Must be thoroughly familiar with Credit Union computer system.

5.

Must be able to qualify for and obtain a NMLS ID number.

6.

Must maintain knowledge of Mortgage Regulations and EFCU Mortgage Policies and Procedures.

Knowledge and Skills:

Experience

One month to twelve months of similar or related experience. Previous customer service experience is preferred.

Education

A high school education or GED. Annual Federal and State Mortgage Lending Laws and Regulations is required. This includes, but is not limited to, Fact Act, SAFE Act, ECOA, HMDA, TILA, and RESPA training.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

Must be familiar with Federal and State Mortgage Laws and regulations, and EFCU Mortgage loan policies.

Must maintain friendly, professional rapport and/or communication when dealing with co-workers, members, 3rd party service providers, and other financial institutions during the application process.

Must be thoroughly familiar with Credit Union computer system.

Physical Requirements

Work Environment

This Job Description is not a complete statement of all duties and responsibilities comprising the position.