Loan Processing Specialist

• Operate in a call center environment as a customer success advocate.
• Receive inbound calls and make outbound calls to consumers.
• Receive inbound text messages and facilitate outbound text messages to consumers.
• Handle the most complex products, calls, emails or text / chat sessions.
• Answer high-volume, inbound calls or texts from current customers in a timely manner. Provide exceptional customer service to all customers' mortgage loan inquiries/requests.
• Effectively manage a pipeline of up to 100 loans.
• Review and validate loan documents.
• Handle routine calls, emails and/or chat responses with other employees, consumers &/or authorized 3rd parties.
• Monitor work queues and intervene as needed.
• Interact with multiple departments to expedite processing and/or issue resolution.
• Conduct preliminary or basic research in order to accurately resolve and respond to customer inquiries.

• A minimum of 36 months of mortgage processing experience preferably with direct customer contact in a call center environment is required.
• Good understanding of applicable Federal, State and Local mortgage regulations.
• Capable communicator, written and oral.
• Demonstrated proficiency with computers and mainstream computer applications (Microsoft, Google, etc.). Use Vesta, AWS and proprietary but not required.
• Excellent critical thinking, problem solving, mathematical skills and sound judgment.
• Strong negotiation skills with ability to effectively resolve problems.

hr@workway.com