The Mortgage Loan Processor is assigned to the entirety of the Customer Experience Managers pipeline. They are assigned duties to support each CXM towards their goal of closing loans in 14 days or less. This includes assisting with closing assistance, borrower communication, file notes and problem resolution.
Job Description
• Assist borrowers in accepting loan offers and guide them through the closing process.
• Troubleshoot any issues borrowers may encounter during the signing process.
• Ensure all closing documents are prepared and ready for either Remote Online Notary (RON) or traditional notary closing.
• Confirm the status of closing documents via the CLOSING tab and ensure timely communication with necessary parties (e.g., EXOS for notary closings).
• Review any errors in generated closing documents and facilitate corrections, escalating issues to the closing review team in Zendesk as needed.
• Monitor and manage the timeline of closings to ensure all loans are completed within the required 14-day timeframe.
• For Texas transactions, confirm that borrowers accept the final offer for title processing, and coordinate with the borrower to schedule attorney appointments for closing.
• Review and respond to open tickets in Zendesk, providing problem-solving support as necessary.
• Answer quick questions from CXMs or borrowers regarding the closing process.
• Upload documents provided by borrowers or loan officers to the Admin system and make appropriate notes for review.
• Document completed tasks and responses in Zendesk for transparency and tracking.
Required Qualifications
• Ability to manage and prioritize multiple tasks simultaneously, ensuring efficiency and timely resolution of customer concerns.
• Motivated team player who actively contributes to the collective success of the customer service team. Demonstrated commitment to collaboration and achieving shared goals.
• Clear and coherent in both verbal and written communication skills to effectively convey information and solutions to customers and team members.
• Maintain a professional and customer-friendly demeanor in all customer-facing interactions, ensuring a positive representation of the company.
• Ability to adapt to various customer scenarios and challenges, demonstrating flexibility and resilience in addressing unique customer needs.
• Familiarity with the company’s systems and a thorough understanding of the loan life cycle, enabling accurate and informed responses to customer inquiries.
• Proactively provide timely and constructive feedback to company management, contributing to continuous improvement in customer service delivery.
• Willingness to take on other duties as assigned, showcasing a versatile and proactive approach to contributing to the team’s overall success
Planned Schedule 7:00 AM EST – 8:00 PM EST (7 days coverage)