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Home Equity Home Services Specialist II

Chandler, Arizona

Job Description:

THIS JOB CODE MAY REQUIRE SAFE ACT REGISTRATION

Serve as primary point of contact, providing customer with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement Responsible for several kept informed routines to ensure that customer expectations are set properly and followed through until booking Is 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.  Responsible for collection, review and validation of all required documentation, including income, following up with the customer as appropriate. Responsible for initial income analysis of salary and wages, Social Security and Pension. Understand multiple income sources as well as ability to review and understand tax returns. Ability to analyze an entire loan profile and recommend appropriate solutions. Efficiently manage pipeline of loan applications. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process. Potential restructuring of the customers initial credit request, offering potential counteroffers to the customers and ensuring that both bank and customer’s needs are met.  Assure that all customer files are complete and in compliance with regulatory agencies and internal policies before sending to Underwriting. Ensure customer privacy and confidentiality.

Required Skills:

  • One (1) year Home Equity or Mortgage experience
  • Excellent telephone and customer service skills.
  • Proficient with computers and strong typing skills
  • Able to adapt and embrace change 
  • Team player mentality with the ability to work independently
  • Strong problem solving and decision-making skills.
  • Strong written and verbal communication skills 
  • Excellent organizational and time management skills 
  • Quality focused with attention to detail 
  • Maintain a positive attitude  
  • Excellent interpersonal skills; ability to easily build rapport and diffuse tense situations 
  • Ability to deliver a difficult message and take ownership

Desired Skills: 

  • ACAPS experience
  • Previous mortgage experience and/or customer service / financial environment experience
  • Knowledge of general bank guidelines

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

**Multiple Shifts Available**

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday-Friday from 8:00am-5:00pm

Referral Bonus Amount:

0

Job Description:

THIS JOB CODE MAY REQUIRE SAFE ACT REGISTRATION

Serve as primary point of contact, providing customer with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement Responsible for several kept informed routines to ensure that customer expectations are set properly and followed through until booking Is 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.  Responsible for collection, review and validation of all required documentation, including income, following up with the customer as appropriate. Responsible for initial income analysis of salary and wages, Social Security and Pension. Understand multiple income sources as well as ability to review and understand tax returns. Ability to analyze an entire loan profile and recommend appropriate solutions. Efficiently manage pipeline of loan applications. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process. Potential restructuring of the customers initial credit request, offering potential counteroffers to the customers and ensuring that both bank and customer’s needs are met.  Assure that all customer files are complete and in compliance with regulatory agencies and internal policies before sending to Underwriting. Ensure customer privacy and confidentiality.

Required Skills:

  • One (1) year Home Equity or Mortgage experience
  • Excellent telephone and customer service skills.
  • Proficient with computers and strong typing skills
  • Able to adapt and embrace change 
  • Team player mentality with the ability to work independently
  • Strong problem solving and decision-making skills.
  • Strong written and verbal communication skills 
  • Excellent organizational and time management skills 
  • Quality focused with attention to detail 
  • Maintain a positive attitude  
  • Excellent interpersonal skills; ability to easily build rapport and diffuse tense situations 
  • Ability to deliver a difficult message and take ownership

Desired Skills: 

  • ACAPS experience
  • Previous mortgage experience and/or customer service / financial environment experience
  • Knowledge of general bank guidelines

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

**Multiple Shifts Available**

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21046879

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Miriam Moreno

Referral Bonus:

0

Street Address

Primary Location:
2595 W Chandler Blvd, AZ, Chandler, 85224