Suncoast Credit Union

Member-owned financial cooperative offering banking

MCC Consumer & Mortgage Lending Specialist

Retail & Commercial BankingUpdated on Nov 10

Full-timeTampa, FL, USANo salary listedIn-person

About the Job

Requirements

A high school diploma or equivalent is required.
Two or more years of experience in a financial institution or contact center is preferred.
Must have or be working toward Senior Loan Advocate Lending Authority.
Must register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry, obtain a unique identifier before performing mortgage loan originator activities, maintain and renew the registration annually, provide updated registration information on time, and provide the identifier to consumers as required by applicable regulations and company policies.
Must demonstrate time management skills regarding loan and call volume; prioritize tasks, manage competing and changing priorities, and meet deadlines; be accurate, detail-oriented, and organized; and independently resolve non-routine problems requiring analysis.
Must have knowledge of credit union products, services, policies, procedures, and regulatory compliance relevant to the role, and familiarity with required credit union computer systems and software applications.
Must have verbal, written, and interpersonal skills to interact professionally and effectively with members, staff, vendors, and government regulators, and to explain practices, procedures, and policies to reach agreement.
Works under limited supervision for routine situations.

Responsibilities

Provide timely, accurate, professional, and courteous financial solutions and counseling to members and prospective members by telephone while protecting member confidentiality.
Present and explain credit union and affiliate lending products and services, initiate consumer and mortgage loan applications in accordance with lending policies and procedures, and answer inquiries about new and existing loans.
Greet members promptly and courteously and provide an excellent phone experience.
Verify members to protect confidential information; manage call waiting and loan volume, minimize hold times, and meet daily and monthly adherence standards.
Interview members by phone to collect information needed to complete consumer and mortgage loan applications accurately; enter and process loan requests efficiently and without errors.
Answer consumer and mortgage lending questions, explain loan processes, identify suitable products, and explain loan terms, fees, and disclosures.
Meet monthly personal and organizational goals, calculate and explain lending ratios, assess applications for cross-sell opportunities, and grant loan decisions within delegated lending authority.
Prepare and mail Regulation B letters requesting additional information for home equity loans.
Demonstrate the credit union’s cultural beliefs and follow applicable procedures and policies.
Mentor other advocates in the department by assisting with skill development and increasing their knowledge of products and services.
Process mortgage-account requests, including payments, payoff quotes, re-amortizations, rate reductions, escrow waivers, amortization schedules, records research, and payment corrections.
Help members resolve problems and identify ways to reduce current mortgage payments; explain simple daily interest, mortgage interest application, and payment calculations.
Explain escrow analysis and the Tax and Insurance Account Disclosure Statement, including surpluses, shortages, deficiencies, and annual escrow-account changes.
Submit requests for subordinations, partial releases, co-borrower releases, and mortgage modifications.
Handle complex consumer and mortgage calls and resolve escalated member issues.
Serve the community and participate in area events as a representative of the credit union.

Desired Qualifications

Two or more years of experience in a financial institution or contact center.

Overview

Position Type: Full Time

Training Schedule: MON - FRI 8:00 AM - 5:00 PM

Schedule after training:

Monday, Tuesday, Thursday, Friday: 9:00 AM – 7:00 PM, Saturday: 8:00 AM – 12:00 PM, Wednesday: Off
Monday, Wednesday, Thursday, Friday: 9:00 AM – 7:00 PM, Saturday: 9:00 AM – 1:00 PM, Tuesday: Off

The MCC Consumer & Mortgage Lending Specialist plays a vital part in providing outstanding member service in accordance with Suncoast Credit Union standards. Provides financial solutions and counseling for Credit Union members and prospective members via the telephone in a timely, accurate, professional, and courteous manner, and respects the confidentiality of members. Presents and explains to members and prospective members the lending products and services provided by the Credit Union and its affiliates. Assists members in meeting their financial needs by initiating consumer and mortgage loan applications in compliance with the Credit Union’s lending policies and procedures. Also answers member loan inquiries regarding new and existing consumer and mortgage loans. Actively cross-sells Credit Union products and services

Responsibilities

Greets members in a courteous, professional, and timely manner, providing prompt, accurate, and excellent member experience over the phone.
Performs member verification to protect the members’ confidential information
Demonstrates good time management skills with regard to calls waiting and loan volume.
Minimizes hold times and consistently meets adherence standards both daily and monthly.
Interviews members over the phone to gather information necessary to accurately complete consumer and mortgage loan applications.
Inputs and processes all consumer and mortgage loan requests efficiently and free from errors.
Able to provide clear and detailed answers regarding consumer and mortgage lending questions and the loan process.
Able to determine and explain appropriate products to best meet the member’s needs.
Understand and articulate loan terms, fees and disclosures to members on consumer and mortgage products.
Meets monthly personal and organizational goals.
Ability to calculate and explain complex lending ratios related to consumer and mortgage loans.
Ability to assess loan applications for possible cross-sells opportunities.
Grants loan decisions as lending authority allows.
Prepare and mail Regulation B letters advising members of additional information needed on home equity loans.
Supporting and demonstrating Suncoast’s Cultural Beliefs.
Strong knowledge of consumer/mortgage loan policies, procedures & regulatory requirements.
Takes on the role of mentor to other advocates within department, assisting with skill development and increasing knowledge in products and services.
Follows proper procedures and policies.
Process member requests on their mortgage loan accounts, including but not limited to, payments, pay off quotes, re-amortizations, rate reductions, waiving escrows, preparation of amortization schedules, records research and payment corrections.
Assist member's problem solve and finds ways to save on their current mortgage payments.
Must be able to educate member's on complex subjects such as simple daily interest and how interest is applied to their mortgage, how payments are calculated.
Escrow Analysis: explain Tax and Insurance Account Disclosure Statement to members, which can include surplus, shortages and deficiencies and review annual changes to the member's escrow account.
Responsible for submitting request for subordinations, partial releases, co-borrower release and mortgage modification requests.
Able to handle complex calls and diffuse escalated member issues on both Consumer/Mortgage
Serving the community and actively participating in area events while representing the Credit Union

Qualifications

High school diploma or equivalent.
2 or more years' experience in a financial institution or contact center preferred.
Excellent time management skills with regard to loan volume and call volume.
Must have or be working toward Senior Loan Advocate Lending Authority.
Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines. Accurate, detail-oriented, and organized. Able to independently resolve non-routine problems and situations that require analysis to understand.
Excellent knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.
Excellent knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
Excellent knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
Excellent verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to explain practices, procedures, and policies to reach agreement with others.
Works under limited supervision for routine situations.

Safe Act Statement
This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee will obtain a unique identifier from the registry before engaging in mortgage loan originator activities. The employee must maintain and renew the registration annually, provide updated registration information with the registry on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

Benefits

Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
Community Involvement: Paid Volunteer Hours
Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/

About the Company

Suncoast Credit Union

Member-owned financial cooperative offering banking

Suncoast Credit Union provides banking and financial services to members across Florida as a credit union. Members access low-fee checking and savings, loans, retirement, investing, and insurance through 80+ branches and digital channels, funded by member deposits. It differentiates itself with a cooperative, member-focused culture, extensive branch network, and strong community impact. Its goal is to support everyday financial needs, help members save and borrow wisely, and reinvest profits into member benefits and community programs.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Tampa, FL
Founded: 1934

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