What are the responsibilities and job description for the Call Center Customer Care - Loan Follow Up Specialist (Home Equity and Mortgage Loans) - Hybrid - Cleveland, OH position at Third Federal?
Job Details
Description
Third Federal is a leading lender of conventional home mortgages lending in 27 states, plus the District of Columbia, with retail branch offices in Ohio and Florida. Our mission is to help people achieve the dream of home ownership and financial security while creating value for our customers, our communities, our associates, and our stockholders. Our value system of love (concern for others), trust, respect, a commitment to excellence, and fun is at the heart of our commitment to our mission, and just as importantly, to our company culture. Through this, we help people find the loan or savings product that makes sense for them.
At Third Federal, you will find strength and stability in your career. In our nearly 90-year history, we have never had layoffs, and have one of the lowest annual turnover rates at 6% (versus an industry average of nearly 19%). We have been certified as a ‘Great Place to Work’ multiple times in the last decade alone, and have been recognized with several additional workplace awards and recognitions. Because Third Federal associates are the foundation of our success, we take a genuine interest in each of them – from their professional development to their health and wellness.
We are seeking dependable, motivated loan professionals who take pride in doing quality work and enjoy helping customers navigate the loan process. This role is ideal for someone who is reliable, detail-oriented, and thrives in an environment where consistency and strong values matter. As a Customer Care Loan Follow-Up Specialist, you will work in a hybrid call center environment (inbound and outbound calls), managing a pipeline of 55-65 home equity and mortgage loan applications. You’ll guide customers from application through closing while providing clear communication, exceptional service, and timely follow-up. Work hours are generally scheduled between 8:30 am to 5:00 pm – Monday through Thursday, until 6:00 pm on Friday and requires some Saturdays.
This role is well suited for individuals who:
Third Federal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.
Description
Third Federal is a leading lender of conventional home mortgages lending in 27 states, plus the District of Columbia, with retail branch offices in Ohio and Florida. Our mission is to help people achieve the dream of home ownership and financial security while creating value for our customers, our communities, our associates, and our stockholders. Our value system of love (concern for others), trust, respect, a commitment to excellence, and fun is at the heart of our commitment to our mission, and just as importantly, to our company culture. Through this, we help people find the loan or savings product that makes sense for them.
At Third Federal, you will find strength and stability in your career. In our nearly 90-year history, we have never had layoffs, and have one of the lowest annual turnover rates at 6% (versus an industry average of nearly 19%). We have been certified as a ‘Great Place to Work’ multiple times in the last decade alone, and have been recognized with several additional workplace awards and recognitions. Because Third Federal associates are the foundation of our success, we take a genuine interest in each of them – from their professional development to their health and wellness.
We are seeking dependable, motivated loan professionals who take pride in doing quality work and enjoy helping customers navigate the loan process. This role is ideal for someone who is reliable, detail-oriented, and thrives in an environment where consistency and strong values matter. As a Customer Care Loan Follow-Up Specialist, you will work in a hybrid call center environment (inbound and outbound calls), managing a pipeline of 55-65 home equity and mortgage loan applications. You’ll guide customers from application through closing while providing clear communication, exceptional service, and timely follow-up. Work hours are generally scheduled between 8:30 am to 5:00 pm – Monday through Thursday, until 6:00 pm on Friday and requires some Saturdays.
This role is well suited for individuals who:
- Enjoy working in a structured, team-based setting
- Are committed to accuracy, follow-through, and accountability
- Bring a positive, professional attitude to their work every day
- Take ownership of their tasks and value doing the job the right way
- Manage and follow loan applications from origination through closing
- Provide proactive communication to customers regarding documentation and next steps
- Handle inbound and outbound calls related to new or existing applications
- Maintain accuracy and productivity while managing deadlines
- Work collaboratively with team members and other departments
- Minimum two years of current/recent experience taking home equity or mortgage loan applications in a retail banking environment
- Ability to understand the customer needs, ask for the business, and build rapport
- Experience managing a pipeline through closing (preferred)
- Strong organizational skills with the ability to prioritize a high-volume workload
- Excellent verbal and written communication skills, including a professional and friendly demeanor
- PC proficiency: experience with Mortgage Software preferred
- High School diploma or equivalent
- Bilingual skills are a plus
- Competitive compensation packages
- Medical, dental, vision, and more
- 401k match
- 11 Bank Holidays vacation/sick time
- Stock Ownership Allocation
- Exceptional culture and value system
- Strong work/life balance
- Growth opportunities
- Mortgage Discount Program
- Education Reimbursement Program
Third Federal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.
Salary : $20 - $26
