Home Lending Mortgage Processor

In this role you will carry a pipeline of government (FHA/VA), conventional, and purchase loans beginning with the initial conditional approval through the final underwriting approval.

You will contact the customer after the loan has been conditionally approved, upon final approval, and with follow up calls in between.

The discussions may involve, but are not limited to, the discussion of structure of the conditional approval, the review and request for outstanding conditions or documentation, as well as discussing next steps in the process.

Job Summary

As a Client Care Specialist within the loan processing team, you will be responsible for guiding the customer throughout the loan process, which may include requesting any additional documentation, following up on the conditions needed and answering any customer questions along the way.

Job Responsibilities



* Own the customer experience for Chase-to-Chase refinances and outside lender refinances


* Educate and nurture customers through proactive outreach, including delivery of follow- up's and status updates during the loan process


* Learn industry best practices, and identify how the solution can be leveraged to implement these practices to drive successful customer results


* Act as an escalation point and expedite resolution for our customers and internal business partners


* Provide exceptional service to customers, as well as our internal and external partners


* Work in collaboration with Sales, Underwriting, Support, Operations and all internal/external business partners to ensure the delivery of a seamless customer experience


* Understand Chase strategy and communicate valued outcomes to team members and partners


* Own the customer experience for purchase customers and ensure we meet 100% of contract closing dates


* Own counteroffer decisions and suspended loan decisions while finding pricing and program alternatives for our customers


* Take ownership of support functions within the process in an effort to move loans forward.

These functions include but are not limited to: VVOE, WVOE, payoff processing, HOI, Flood, title review, and credit supplement processing

Required qualifications, capabilities, and skills



* Customer obsessed mentality


* Strong desire to learn and become better educated in the mortgage industry


* Proven ability to work effectively in a fast paced environment


* Demonstrated ability to work independently, and as a member of a high performing team


* Proven track record delivering exceptional customer


* Able to collaborate with an organization of all sizes associated with multiple levels, including but not limited to Management, Senior Management, Executive Directors, and Sr.

Executive Directors


* Possess skills in conflict resolution, change management, influencing, leadership, and coaching


* Proficient in MS Office Suite


* 4 years of mortgage experience, with expertise and...