Home Equity Loan Processor

The Home Equity Loan Processor will:

Key Responsibilities:

• Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service

• Manage a large pipeline of applications while meeting required service level agreements

• Responsible for thorough application review, collection, review and validation of all required documentation, including income calculation, following up with the customer within established timeframes and delivering a quality application to Underwriting

• Serve as a primary point of contact, providing customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement. Activities include:

• Accept incoming phone calls

• Make outbound phone calls to follow up on outstanding documents and provide updates on loan status

• Monitor and respond to incoming emails

• Monitor and respond to incoming voicemails

• Document all communication

• 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

Role Requirements:

• This position requires a flexible schedule, including the ability to work evenings, weekends, and overtime as needed to meet business demands.

• Hours are typically 8 am - 5 pm PST or 10 am - 7 pm EST depending on your location and/or business needs.

• This is a remote opportunity; must be located within 100 miles of a local Accenture office.

• Must be State NMLS licensed and have passed the Uniform State Test as additional licensure will be required.