Mortgage Consultant Contact Center Specialist

Description

Member First Mortgage is seeking a Mortgage Consultant Contact Center Specialist to join our growing Sales team. This is an excellent opportunity to join our award-winning team which has been recognized as Best and Brightest companies to work for in the nation! This role is responsible for increasing capture rate for incomplete and internet mortgage loan applications, as well as answering product and scenario questions for borrowers and credit union mortgage consultants. Addresses general mortgage inquiries from pre-approved members, guiding them through the application process and initial stages of the mortgage cycle. Collaborate with Mortgage Consultants (MCs) to ensure a smooth transition. Applicants must possess a current NMLS license for this role.

Founded on the credit union philosophy of 'People Helping People', we have become the trusted full-service mortgage provider to over 200 credit unions across the U.S. This philosophy, along with our core values of honesty and integrity, make careers with Member First Mortgage dynamic and rewarding through our friendly and family-oriented culture that is dedicated to the growth and success of our employees.

Benefits We Offer:

• Generous and competitive healthcare packages
• Employer paid short-term and long-term disability
• Employer paid Life Insurance
• 100% Employer paid Vision
• 401K Plan with match
• 20 days PTO - no waiting periods!
• Fun, laid back, and collaborative team environment.
  
  
  

Qualifications

Responsibilities:

• Handles incoming member calls for a small contact center (30-40 calls per day). Provides information on the mortgage application and origination process, and actively engages in soliciting mortgage business and cross-selling products.
• Engage with pre-approved members to introduce and promote our mortgage products. Professionally address inquiries regarding the mortgage application and origination process, including discussions on loan alternatives, credit criteria, interest rates, and loan documentation. Collaborate with Mortgage Consultants to ensure a seamless transition into the origination phase.
• Assists members with the mortgage application process, including completing applications as needed. Contacts applicants to gather any incorrect or missing information. Assists with trigger leads generated by the company's servicing system to prevent member and loan attrition.
• Ensures exceptional customer service by maintaining thorough knowledge of mortgage programs, policies, procedures, and regulatory requirements.
• Maintains borrower account information on computer system.
  
  
  

Experience: One year to three years of similar or related experience.

Education: (1) A high school education or GED and (2) Must possess a current NMLS license.

Work Environment: While performing the duties of this job, the employee regularly works in a remote office setting.

Other Skills:

• Working knowledge of federal lending regulations, including: FHA, VA, FNMA, and FHLMC guidelines.
• Strong relationship-building and customer service skills. Commitment to high quality service.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Solid time management skills with the ability to organize, prioritize, and perform multiple tasks simultaneously.
  
  
  

Physical Requirements: While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally lift and/or move up to 10 pounds. The employee is frequently required to spend extended hours in front of a computer screen, to use hand to finger, to speak in and listen carefully on the telephone.

If you are looking for a company that is dedicated to your success and is ethically motivated to provide exceptional member service, we encourage you to apply!