Customer Success Specialist - HYBRID role - Mortgage - ResiCentral

** Please note: This is a HYBRID position whereby you will be expected to work 3 days onsite/in office @ 4001 E. Broadway Rd, Ste B17. Phoenix, AZ 85040 and 3 days remotely in your home office.

Job Description

Job Summary

You will be responsible for assisting clients during the origination lifecycle of a loan from initial submission through funding. You will work with multiple departments including technology, sales, loan setup, underwriting and closing. You love to troubleshoot and take a hands-on approach to resolving issues. You have exceptional communication skills, a high level of motivation thrives in a fast-paced environment, is adaptable to change, and is extremely driven.

Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Assist client with registering and submission of loans on portal for loan setup review.
• Reissue Credit and Run AUS engines including DU and LP, troubleshoot issues and communicate steps to resolve between internal and external parties.
• Issue Disclosures to include reviewing compliance reports and working with all parties internal and external to ensure all federal and state, including TILA/RESPA integrated disclosure and compliance requirements have been met.
• Accurately place initial orders associated with the loan. This will include and is not limited to internal and external vendors placing orders for the loan in process. Required to open and maintain accounts with Veterans Affairs and Federal Housing Administration.
• Ensure all submission docs are indexed properly and preliminary conditions are cleared for submission to UW in a timely manner. This will include working with all parties internally and externally to resolve any concerns including missing documentation.
• Assist clients with completing all tasks on portal as needed to include closing disclosure ordering, condition review and upload.
• Act as the liaison between sales and operations for all client needs.
• Implement departmental protocols and procedures along with external training documentation for clients to leverage on the portal.
• Train and mentor new hires from entry to senior level to ensure performance aligns with ResiCentral standards.
• Manage and be the internal point of contact between ResiCentral & outsourced teams for all loan processing operations.
• Oversee day-to-day departmental operations.
• Track performance metrics and implement strategic changes to ensure optimal performance in accordance with ResiCentral standards.
• Assist with other support teams when back up is needed.

Required Skills/Abilities

• One year increasingly responsible experience in a related position, preferably within the lending or a comparable member service-related position with this credit union.
• One year’s direct public contact experience preferred.
• Must be able to type 35 wpm, operate a 10-key calculator and be familiar with on-line data operations.
• Must have ability to diplomatically handle difficult situations and manage priorities daily.
• Strong written/verbal communication skills.
• Unwavering attention to detail.

• Provide exemplary service in all client interactions and communications; always uphold the ResiCentral service standards and exercise good judgment.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at a time.

Travel Required

Education and Experience

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.