Home Equity Loan Processor

The Home Equity Loan Processor will: Key Responsibilities: Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service Manage a large pipeline of applications while meeting required service level agreements Responsible for thorough application review, collection, review and validation of all required documentation, including income calculation, following up with the customer within established timeframes and delivering a quality application to Underwriting Serve as a primary point of contact, providing customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement. Activities include: Accept incoming phone calls Make outbound phone calls to follow up on outstanding documents and provide updates on loan status Monitor and respond to incoming emails Monitor and respond to incoming voicemails Document all communication Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence Role Requirements: This position requires a flexible schedule