Self-motivated with demonstrated ability to quickly analyze and resolve customer and service concerns. A quick learner with strong analytical and technical knowledge who develops innovative strategies and implements effective solutions to customer issues and concerns. Excellent communication skills (verbal and written), dependable, sense of responsibility, results oriented, and the proven ability to communicate effectively with management, peers as well as internal and external customers. Accustomed to working in fast paced high volume environments.
The user has not yet completed this section
o Deliver complete and accurate closing documents to the necessary closing offices at least 48 hours prior to closing
o Prepare accurate figures for monthly payments, escrows, prepaid interest, etc.
o Prepare the collateral post funding to ensure timely delivery of the collateral purchased to the designated warehouse bank
o Execute funding process including the finalization and transmittal of final loan documents, calculation of funding wire, communication with escrow, system inputs, file organization, verification of document execution and wiring procedures.
o Complete a loan review on every loan to ensure it is compliant with TRID disclosure and re-disclosure requirements, and Fair Lending, Reg B and other Federal or State requirements
o Follow up on requests from post-closing timely, including providing corrected documents, including Post Consummation CD and refund to borrower(s) when applicable
o Assist co-workers and supervisors with overflow work, phone calls and answering e-mails.
Developed solutions to strengthen customer and representative experience
o Assess customer issues, prioritize customer concerns, de-escalate situations and determine best course of action for the customer
o Enter customer request into data system, open and dispatch work orders to various department and complete call history
o Provide information regarding coverage terms, policies procedure, and/or services, and explain benefits advantages and disadvantages of various policies
o Mentor and develop team members
o Review insurance policies, the claim form and supporting documentation to make sure that all the information is correct. Then determine if benefits are payable under coverage to issue payment.
o Develop acknowledgement letters and all other claim form letters
o Create closing package and ensure that the Client’s customer loan or settlement fees are within tolerance and meet client compliance
o Order and confirm funds have been disbursed timely and that the closing took place as per the stipulated timeline through Encompass
o Follows up on any deficiency requests by shipping and post-closing to ensure timely procedure for loan funding
o Coordinate finalization of CD with sales rep and title
o Adhere to FNMA/FHLMC,FHA, VA, TRID and other investors delivery manuals/guidelines and policies and procedures
o Has knowledge of commonly-used mortgage concepts, practices, and procedures within a particular field
o Demonstrate knowledge of investments and financial markets and apply key principles appropriately to the individual client’s investment needs
o Gather the necessary information to set up retirement plan eligibility and contribution calculations
o Research and resolve client requests
o Maintain current knowledge of Merrill Lynch products, policies and services while keeping up financial markets and regulations
o Assist customers by providing information and resolving their complaints
o Utilize effective time management and organizational routines, including work prioritization, to meet or exceed performance goals
o Effectively interview applicants and ask probing questions to determine the appropriate applicant for role
o Assist in coaching and training employees on system updates and new process implementations
o Facilitate monthly meetings
o Compile monthly and quarterly performance metrics
o Confirm associates are issuing receipts, refunds, credits, or change due to customers