Home Equity Loan Processor/Customer Liaison I

Job Description

Rockland Trust is hiring a Home Equity Loan Processor/Liaison I, a dual-role position responsible for supporting both the Customer Liaison and Home Equity Processing teams. This individual serves as a key point of contact for customers and internal partners while ensuring applications are accurately reviewed, documented, and prepared for underwriting. This role requires strong communication, attention to detail, and a commitment to compliance and customer experience.

Key Responsibilities

Customer Liaison Support: Complete a comprehensive review of the loan application to gain an understanding of the loan scenario, confirm accuracy and completeness of information collected including income, employment, property and vesting information and complete liaison call out review form

• Make timely outbound calls to home equity applicants to welcome customers, collect data, confirm product and customer information, set expectations and answer questions
• Answer incoming calls from customers and retail partners, providing timely and professional support
• Serve as a knowledgeable resource to guide customers and retail partners through the home equity application process
• Escalate complex issues or concerns as appropriate
  
  

Processing Support

• Review home equity applications for completeness and accuracy
• Prepare and deliver required disclosures in accordance with regulatory timelines
• Collect and review supporting documentation needed for underwriting (income, assets, property information, etc.)
• Maintain accurate and up-to-date loan files within internal systems
• Partner closely with Underwriting to ensure files are submission-ready
  
  

Compliance & Quality

• Ensure all activities are performed in adherence to regulatory requirements, bank policies, and internal procedures
• Maintain strict confidentiality of customer information and follow clean desk and data security protocols
• Meet established service level agreements (SLAs), productivity, and quality standards
• Stay current on home equity products, regulations, workflow and digital processes
  
  

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 1–2 years of experience in banking, lending, customer service, or a related field preferred
• Strong verbal and written communication skills
• Excellent attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office and ability to learn internal systems
• Eligible to register with the National Mortgage Licensing System & Registry (NMLS) and maintain registration with NMLS as a registered Mortgage Loan Originator.
  
  

Core Competencies

• Customer-focused mindset
• Strong communication and interpersonal skills
• Attention to detail and accuracy
• Time management and adaptability
• Team collaboration and willingness to cross-train
  
  

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.