Real Estate Call Center Representative

Job Overview

The Real Estate Call Center Representative is responsible for helping our members with their real estate financing needs. The call center representatives must be knowledgeable about all products and know all servicing aspects of lending. Achieve member sales objectives by answering calls and helping the members apply for real estate loans to meet their needs. The position helps members resolve any issues they have with their current real estate loans. The person needs to be an advocate for the member, take ownership of the account and follow-up to ensure all member needs are met.

The mortgage call center representative needs to offer the best products to help the member achieve their financial goals. They need to: take application; upsell and cross sell when appropriate; meet productivity, quality, and member service standards; resolve problems; identify member product trends; and successfully resolve calls in the queue.

Attention to detail is paramount. Familiarity with residential lending is required and experience in real estate lending is critical. The right candidate must possess enthusiasm and willingness to help members meet their goals. They will be an integral part of a new and growing team dedicated to residential loan sales. They will participate as a team member dedicated to supporting the growth of real estate lending, providing the highest quality of customer service to internal and external customers while practicing the core values of Citadel Brand. Employees of Citadel are the core of Citadel Credit Union. Our members are the foundation of who we are and drive our purpose of serving our member base.

Responsibilities

• Take loan applications and help qualify members for loan products to meet their needs

• Build rapport with members and act as member advocate identifying solutions and issue resolution as first point of contact for real estate area

• Must keep informed of current trends in mortgage lending and all compliance issues

• SAFE Act licensing preferred, ECOA, Fair Lending, RESPA/TILA, QM ATR, Appraisal requirements, UDAAP, HMDA AND Mortgage servicing rules

• Must understand all mortgage products and the application flow for these products

• Identify opportunities to expand real estate lending relationships through up selling and cross selling real estate products

• Offer multiple product solutions and scenarios to borrowers

• Demonstrate deep industry and product knowledge for real estate lending

• Answer all calls within 24 hours.

• Send leads to loan officers when appropriate for pre-qualifications.

• Review in detail the complexity of initial and annual escrow analysis statements with borrowers.

• Respond to basic tax, payments and insurance questions.

• Review and resolve all member service complaints.

• Open membership accounts for new members

• Establish collaborative relationship with all internal stakeholders

• Other duties as assigned

Qualifications and Education Requirements

• Two years' experience in Mortgage Product Sales.

• Understanding of mortgage regulations for selling and servicing real estate loans.

• More than 2 years' experience in Real Estate Lending preferred

• Sales background plus real estate lending experience

• NMLS

• MS Office

• Encompass or other mortgage front end system

• FICS Experience or other loan servicing package plus Episys preferred

• Strong organization and data input skills, detail oriented, good communication and problem solving skills, excellent customer service skills.

Education

• Equivalent to a high school education
• BS in Business Administration