Loan Specialist

Description:

Overview:

The individual acts as the primary consumer contact to guide a consumer through the loan origination process after the licensed discussion with a loan officer. The individual is a key contributor to facilitating efficient and effective processes that support business and customer service objectives. Responsibilities may be limited within a specific function/channel or across functions/channels within the Mortgage Fulfillment Division (MFD).

Responsibilities:

• Receive inbound calls and make outbound calls to consumers

• Receive inbound text messages (where the consumer has provided express consent) and facilitate outbound text messages to consumers

• Effectively manage a pipeline of up to 75 loans

• Performing routine data entry and validation tasks

• Handling routine calls, emails and/or chat responses with Pennymac employees, consumers &/or authorized 3rd parties

• Monitoring work queues and intervening as needed

• Interacting with multiple departments to expedite processing and/or issue resolution

• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.

• Must request assistance for escalated and/or more complex issues to department associates or supervisors.

• Meet outlined production and quality standards.

• Follow established Policy and Procedures

• Performing other related duties as required and assigned

• Demonstrating behaviors which are aligned with the organization’s desired culture and values

Top Skills Details:

Customer service,Data entry,loan processing,encompass,loan origination

Additional Skills & Qualifications:

Qualifications:

• Mortgage and/or financial services call center experience is a plus

• Bilingual Spanish is a plus (not required) 5% increase if speak spanish

• General understanding of applicable Federal, State and Local mortgage regulations a plus

• Must be a team player with strong attention to detail and able to work independently

• Proven track record at delivering timely and accurate information in a fast-paced environment

• Excellent critical thinking, problem solving, mathematical skills and sound judgment

• Effective time management skills to deliver work on time

• Capable communicator, written and oral

• Strong negotiation skills with ability to effectively resolve problems

• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.)