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 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, 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 for transparency and tracking.
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.
Screening Criteria:
• At least one (1) to two (2) years of customer support experience in a mortgage or loan processing environment.
• Must have a stable employment history.
