Customer Service

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