Mortgage Phone Loan Officer (Us)- Work From Home

TD Bank Mount Laurel , NJ 08054

Posted 2 months ago

Company Overview

About TD Bank, America's Most Convenient Bank

TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth, and vehicle financing and dealer commercial services through TD Auto Finance.

TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit Find TD Bank on Facebook at and on Twitter at

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit

Department Overview

Mortgage Phone Loan Officers are specialized Lending Officers who consult with both current and new-to-bank Customers about current and future lending needs. Through a mix of inbound and outbound phone calls, this job delivers Legendary Customer Service by engaging Customers over the phone to gather information about their unique financial situations, needs, and objectives.

This role works in a Contact Center team environment, accountable for achieving both individual and team objectives.

This job promotes strong and lasting Customer relationships by delivering a Legendary Customer Experience through ongoing communication and assisting Customers with meeting their financial goals.

Job Description

Provides sound advice at every Customer interaction, contributing to a Legendary Customer Experience

Prospects and develops understanding of other financial objectives, assesses Customer information and suggests appropriate product and service solutions based on Customer needs

Ensures Customers understand the value and benefits of suggested alternatives and closes sales

Meets the needs of Customers by offering advice based on their total financial situation and possessing a thorough knowledge of Customer life cycle needs

Plans and executes relationship building activities

Ensures Customer problems are handled appropriately, escalating issues when necessary

Possesses expert knowledge of TD products and services, and sound knowledge of products offered by other bank partners

Possesses comprehensive knowledge of the entire footprint, competitive offers, and economic trends

Evaluates various TD loan programs from a broad range of TD Mortgage and HE loan options to suggest appropriate loan products that meet Customers' specific needs

Reviews and communicates terms of residential mortgage with Customers and internal business partners; also responsible for communicating underwriting decisions, including offers and/or counter-offers

Proactively makes outbound calls to Customers who have inquired about our lending products through multiple channels as well as following up with prospects from Marketing lists and/or ongoing campaigns

Takes ownership of Customer concerns and resolves Customer issues at first point of contact

Ensures necessary due diligence is taken to support the accuracy of all Customer transactions

Responsible for utilizing and maintaining Customer Relationship Management tools such as Salesforce

Must be proficient supporting outbound dialing efforts, digital engagement, and effective pipeline management

Sells and originates residential mortgage loans

Contributes toward the achievement of Contact Centerbusiness objectives by meeting or exceeding individual sales goals

Ensures Legendary Customer Experience with ongoing communication throughout the entire loan process

Possesses an entrepreneurial spirit, thrives in a fast paced dynamic sales/service environment

Contributes toward the achievement of Contact Centerbusiness objectives by meeting or exceeding individual sales goals and other key performance targets including conversion and pull thru targets

Contributes to the Contact Centerobjective for Operational Excellence by adhering to Credit, Compliance, audit, average handle time, adherence and all non-phone activities

Identifies opportunities for referrals to other lines of business

Knowledgeable of and complies with Bank and industry codes of conduct and regulations

Must maintain an active FHA Certification and NMLS licensing


High School diploma or equivalent experience required

1+ years of related experience required

Demonstrated sales ability including knowledge of TD Bank's products and services

Excellent organizational, interpersonal, and verbal communication skills required

Ability to work in a fast paced, challenging work environment

Exercises high degree of judgment during service interactions

Excellent problem solving and time management skills

Ability to work both independently and collaboratively

Highly developed customer service skills

Cross-trained on multiple Contact Center specialty skill sets preferred

Customer service/Contact Center as well as previous lending experience preferred

Sound knowledge of mortgage and consumer lending, products, policies and procedures and of basic automated underwriting systems

Knowledge of mortgage laws and regulations required, including but not limited to Home Mortgage Disclosure Act(HMDA), Safe & Fair Enforcement for Mortgage Lending Act (SAFE), Real Estate Settlement & Procedures Act (RESPA), and Truth in Lending Act (TILA)

Knowledge of state and federal agency mortgage loan guidelines and regulations

Organized and detail oriented. Flexible and must be able to adapt to quickly changing priorities

Ability to maintain confidentiality of sensitive information

Strong product and sales knowledge required on a wide range of product and servicing offering: Credit Card, Mortgage, Home Equity Lending, Unsecured Credit Products, Loans, Checking and Savings Products, Debit Card Advance, Online/Mobile Banking services, Identified opportunities for Money-In and Wealth referrals

Ability to use current and learn new technology applications

Must be eligible for employment under regulatory standards applicable to the position.


40 hours


At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.

If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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Mortgage Phone Loan Officer (Us)- Work From Home

TD Bank