Mortgage Advisor

Mortgage Advisor

Location Remote

Category Sales

Job Id JR105361

Job Type Full time

Remote Remote

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.

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.