Customer Advocate

Summary

The Customer Advocate, CRT (Conventional Rate and Term) is responsible for processing loan applications in compliance with mortgage lending and applicable investor guidelines. Performs duties such as analyzing the loan application, assessing creditworthiness and the likelihood that a loan applicant will be able to repay the debt, analyzing the AUS /Guidelines as they pertain to the loan product and sales structure, reviewing title commitments and fees, ordering subordinations and allocating fees properly in the system. Responsible for monitoring the loan process and managing the proper expectations with the client and the sales staff through closing.

Essential Job Functions include:

• Excellent Customer Service. The Customer Advocate is the primary customer contact, and may act as liaison between the borrower, underwriter and loan advisor. The Customer Advocate is required to provide periodic status updates, and timely return all incoming inquiry calls. The Customer Advocate is responsible for noting all communication and statuses in the Loan Operating System.
• The Customer Advocate will contact the borrower(s) for all outstanding documents needed including but not limited to the items on the Underwriting Terms and Conditions sheet. 
• Validates the 1003 loan application for completion and accuracy and confirms information entered in Loan Origination System matches.  
• Completes various Processing Checklists to confirm documentation requested was received and loan is ready to go back to Underwriting for final approval  
• Escalates loans through proper channels if a loan no longer qualifies or a restructure is needed
• Requests, follows up and obtains items from 3rd parties as needed. Examples include but are not limited too: hazard insurance, flood insurance, payoffs, verification of employment, etc..
• Responsible for running AUS engine (DU/LP) to confirm a loan is successfully scoring and qualifies for selected product.  Will also run compliance engines to make sure loans are in compliance at time of submission
• Submit for review when Appraisal, Title, Credit, and borrower documents are in.  
• Provides quality loan processing, reviewing files for adherence to underwriting standards, and ensuring completeness prior to submission for underwriting for approval.
• Records data on status of loans, including number of new applications and loans approved, canceled, or denied, using computer.
• Responsible for funding goals as established at the beginning of every month. Responsible for maintaining assigned pipeline and managing accordingly to meet service level agreements
• Provide Feedback to Loan Credit Advisor on loan quality.
• Maintain regular and punctual attendance

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

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.

• Outstanding communication and customer service skills
• Excellent attention to detail
• Well versed in the mortgage process flow and established SLA’s
• Highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service.
• MS Office proficient

Education and/or Experience:

• High school diploma or general education degree (GED)required, BA Preferred
• Prior experience 1 year as a mortgage loan processor or similar position

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to carry out detailed written and/or verbal instructions. Ability to solve problems involving concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.

Certificates, Licenses, Registrations:

None required

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Employment Opportunity

The Company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The following 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.

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