Description

Summary:

The Mortgage Advisor's responsibility includes assisting Freedom Mortgage's customers with questions about their mortgage loans regarding Customer Service, Collections and Loss Mitigation. Additionally, once licensed, the Mortgage Advisor is able to offer applicable loan products, facilitate loan applications and prepare/collect necessary documentation. The Mortgage Advisor is expected to provide outstanding service to customers by satisfying their needs and expectations regarding the servicing of their existing loan, in addition to being able to provide various loan options available through potential new originations.

Essential Job Duties and Responsibilities:

• Providing accurate information to Freedom customers about their mortgage loans by retrieving loan information from various systems.

• Explaining potential solutions and options available to customers.

• Responding promptly and accurately to customer's questions about their mortgage loan.

• Responsible for understanding all regulatory requirements to be able to explain the requirements to the customer in a courteous and patient manner.

• Maintaining confidentiality of customer's nonpublic personal information. Computer proficiency is essential.

• Representing the company in a professional and enthusiastic manner by providing a world class level of customer service. Ensures each call is handled with compassion and a resolution is reached the first time.

• Responsible for both inbound and outbound calls from existing borrowers in the Servicing Customer Care department and respond to their requests within established timelines to maintain service level expectations and deliver quality service.

• Builds customer relationships by actively listening and resolving issues quickly, efficiently and accurately

• Review applicant information to determine whether the client is likely to qualify for the desired loan program.

• Assisting customers to choose the appropriate program that best fits their needs and taking the initial loan application.

• Providing guidance on the risks and benefits of the different programs available to the client. Explains and communicates the terms of each product and ensures that all the required documents and disclosures are signed and returned in a timely manner.

• Providing written and verbal responses to customer inquiries as needed.

• Utilizing and relying on Freedom Mortgage training materials, reference tools and other resources to provide accurate and up-to-date loan program/policy information to customers and internal business partners.

• Responsible for escalating matters in accordance with company policy.

• Ensures exceptional customer experience by overseeing the loan process from origination to close and providing on-going communication to customers and business partners

• Successful completion of all assigned Mortgage Advisor training activities.

• Understanding and adhering to the requirements of applicable federal and state laws and regulations.

• Maintain regular and punctual attendance and adhere to shift requirements.

• Actively seeking self-improvement to reach the next level. Has excellent communication skills and is clear and concise when speaking with customers.

• Consistently meeting and/or exceeding the Sales KPIs set by Management for Productivity and QA.

• Successfully pass Secure and Fair Enforcement (SAFE) for Mortgage Licensing Examination once hired.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Self-starter, goal-oriented customer service professional who is focused on providing the highest level of service to our customers.

• Developing knowledge of the mortgage industry, products, lending practices, and regulatory guidelines

• Strong negotiation and time management skills

• Excellent communication skills, both verbal and written

• Proven track record of exceptional performance

• Outstanding customer service skills

• Previous mortgage or customer service experience is preferred, but not required

Education and/or Experience:

• High School Diploma/GED required

• Some College/Associates Degree or equivalent from two-year College or Technical School preferred

Certificates, Licenses, Registrations:

• Must meet all requirements of the position, including obtaining and/or maintaining NMLS licensure, or renewing your NMLS license.

• Ability to pass a background check in accordance with SAFE licensing requirements.

Work Complexity:

Problems and issues faced are generally routine, but often require interpretation of FFOC's procedures or policies to resolve problems.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

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