p>Job Description/Position Responsibilities: • Serve as primary point of contact for client interactions, internal and external business partners, including Financial Advisors, their clients, and Private Bankers • Embrace the Morgan Stanley core value of "Putting Clients First" by listening to client needs; understanding the loan transaction; managing expectations; and providing transparent client/partner communication and timely updates throughout the overall mortgage loan process • Act as the initial escalation point for loans in process; provide alternative solutions and discernment to escalate further when necessary; demonstrate the ability to de-escalate situations as appropriate • Manage and oversee the pipeline to ensure all loans are progressing in accordance with established expectations • Request, review, and validate all loan processing documents such as income, credit, appraisal, insurance and title • Coordinate with various processing, underwriting, credit risk and other internal/external business partners to complete fulfillment and ensure timely closings • Provide comprehensive reviews and recommend solutions/options regarding credit risk of high-net-worth clients (i.e., complex income, asset, and vesting scenarios) • Obtain documents to satisfy conditions for underwriting approval and product/pricing negotiations as necessary • Provide perspective and feedback relative to client experience enhancements and process efficiencies.
Skills/Abilities:
• Extensive knowledge of mortgage products and client service experience • In depth knowledge of the compliance regulations and laws that govern consumer mortgage lending, including fair lending, privacy, RESPA, and TRID • Strong communication skills, both written and verbal, and interpersonal skills required • Self-starter with a strong sense of ownership; ability to manage time, prioritize and plan accordingly • Proficient in the use of a variety of systems for accurate reporting and tracking; including MS Office (Word, EXCEL, Outlook, PowerPoint) • Achieve high levels of Client and Financial Advisor satisfaction • Proactively manage loan escalations as needed to ensure a timely resolution while providing an enhanced client experience • Effectively manage a complex pipeline that includes Core, Complex (>$2M), and Unique (Entity) transactions as well as Employee, UHNW and PWM Channel Loans.