Execute loan origination process, including ordering credit reports, compliance reports, & appraisals on applications for home improvement, debt consolidation, refinance, & secondary/investment home purchases.
Review and edit loan agreements to ensure accuracy.
Comply with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, and Privacy Act.
Maintain strict confidentiality of bank records and client information.
Maintain friendly and professional customer interactions.
Building professional relationships with assistants, processors, and underwriters.
Assist & communicate with processors & underwriters regarding any documentation needed prior to funding.
Management of pipeline.
Follow up with customers regarding loan information
Take inbound calls to start the loan process for loan officers
Personal callbacks to borrowers pertaining to their loan
Outbound calls to potential borrowers based on leads from Lending Tree
Requesting & uploading documents pertaining to loan files
Verifying work history & income through TALX & IRS
Assist Loan Officers
Coach/Mentor agents in a professional and enthusiastic manner to help improve statistic scores
Provide a fast and efficient experience with up to three to four customers through Click to Chat
Provide an elevated customer experience to generate a positive experience
Investigate and resolve customer inquiries with their browser(s), Discover's full website, mobile website, and mobile application along with complaints in a timely and empathetic manner
Forward specific customer information to headquarters in order to resolve errors customers\' were experiencing
Consistently communicate with team members to advise knowledge on department updates and defects given to improve compliance performance.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Defused volatile customer situations calmly and courteously.
Participated in performance reviews for all Customer Service Representatives to improve customer experience and call performance.
Referred customer hardships to designated departments for further investigation.
Effectively managed outbound customer calls with a helpful and friendly focused attitude.
Gathered and verified all required customer information to improve customer satisfaction.
Contacted customers\' to ensure customer received sent product(s) to ensure security of their account.
Successfully and enthusiastically teamed up with management to improve overall call center productivity.
Provided a high level of prompt and friendly customer service.
Accurately complete point of purchase.
Adhered to all safety, health, and Weights and Measures regulations.
Answered phones and took special orders.
NMLS License(Federal Mortgage Loan Originator; NMLS ID 1523791)
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