Customer Advocate- Exception Handling - TEKsystems

Description:

Excellent Customer Service. The Customer Advocate is the primary customer contact, and may act as liaison between the borrower, underwriter and loan advisor. The Customer Advocate is required to provide periodic status updates, and timely return all incoming inquiry calls. The Customer Advocate is responsible for noting all communication and statuses in the Loan Operating System.

The Customer Advocate will contact the borrower(s) for all outstanding documents needed including but not limited to the items on the Underwriting Terms and Conditions sheet.

•Validates the 1003 loan application for completion and accuracy and confirms information entered in Loan Origination System matches.

•Completes various Processing Checklists to confirm documentation requested was received

and loan is ready to go back to Underwriting for final approval • Escalates loans through proper channels if a loan no longer qualifies or a restructure is needed

• Requests, follows up and obtains items from 3rd parties as needed. Examples include but are not limited too: hazard insurance, flood insurance, payoffs, verification of employment, etc..

•Responsible for running AUS engine (DU/LP) to confirm a loan is successfully scoring and qualifies for selected product. Will also run compliance engines to make sure loans are in compliance at time of submission

• Submit for review when Appraisal, Title, Credit, and borrower documents are in. Provides quality loan processing, reviewing files for adherence to underwriting standards, and ensuring completeness prior to submission for underwriting for approval.

•Records data on status of loans, including number of new applications and loans approved, canceled, or denied, using computer.

• Responsible for funding goals as established at the start of every month. Responsible for maintaining assigned pipeline and managing accordingly to meet service level agreements

• Provide Feedback to Loan Credit Advisor on loan quality.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

- Must have experience working on conventional FHA, and VA loans

- 3-5 years of loan processing experience

- Outstanding communication and customer service skills

- Excellent attention to detail

- Well versed in the mortgage process flow and established SLA’s Highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service.

• MS Office proficient

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.