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ResiCentral · 2 months ago

Mortgage Customer Success Specialist

United States

Full-time

Remote

Entry Level

1+ years exp

ResiCentral is a company focused on guiding clients through the loan origination journey. As a Customer Success Specialist, you will assist clients during the origination lifecycle of a loan and collaborate with multiple departments to ensure a smooth process.

CommercialConsultingFinancial Services

Responsibilities

Assist client with registering and submission of loans on portal for loan setup review

Reissue Credit and Run AUS engines including DU and LP, troubleshoot issues and communicate steps to resolve between internal and external parties

Issue Disclosures to include reviewing compliance reports and working with all parties internal and external to ensure all federal and state, including TILA/RESPA integrated disclosure and compliance requirements have been met

Accurately place initial orders associated with the loan. This will include and is not limited to internal and external vendors placing orders for the loan in process. Required to open and maintain accounts with Veterans Affairs and Federal Housing Administration

Ensure all submission docs are indexed properly and preliminary conditions are cleared for submission to UW in a timely manner. This will include working with all parties internally and externally to resolve any concerns including missing documentation

Assist clients with completing all tasks on portal as needed to include closing disclosure ordering, condition review and upload

Act as the liaison between sales and operations for all client needs

Implement departmental protocols and procedures along with external training documentation for clients to leverage on the portal

Train and mentor new hires from entry to senior level to ensure performance aligns with ResiCentral standards

Manage and be the internal point of contact between ResiCentral & outsourced teams for all loan processing operations

Oversee day-to-day departmental operations

Track performance metrics and implement strategic changes to ensure optimal performance in accordance with ResiCentral standards

Assist with other support teams when back up is needed

Qualification

Customer service experienceLoan processing knowledgeData entry skillsCommunication skillsAttention to detailProblem-solving skillsTeam collaborationAdaptability

Required

One year increasingly responsible experience in a related position, preferably within the lending or a comparable member service-related position with this credit union

Must be able to type 35 wpm, operate a 10-key calculator and be familiar with on-line data operations

Must have ability to diplomatically handle difficult situations and manage priorities daily

Strong written/verbal communication skills

Unwavering attention to detail

Provide exemplary service in all client interactions and communications; always uphold the ResiCentral service standards and exercise good judgment

High School graduate or equivalent