Home Equity Loan Processor/Customer Liaison I

Rockland Trust is hiring a Home Equity Loan Processor/Liaison I, a dual-role position responsible for supporting both the Customer Liaison and Home Equity Processing teams.

This individual serves as a key point of contact for customers and internal partners while ensuring applications are accurately reviewed, documented, and prepared for underwriting.

This role requires strong communication, attention to detail, and a commitment to compliance and customer experience.

Key Responsibilities:

Customer Liaison Support: Complete a comprehensive review of the loan application to gain an understanding of the loan scenario, confirm accuracy and completeness of information collected including income, employment, property and vesting information and complete liaison call out review form


* Make timely outbound calls to home equity applicants to welcome customers, collect data, confirm product and customer information, set expectations and answer questions


* Answer incoming calls from customers and retail partners, providing timely and professional support


* Serve as a knowledgeable resource to guide customers and retail partners through the home equity application process 


* Escalate complex issues or concerns as appropriate

Processing Support:


* Review home equity applications for completeness and accuracy


* Prepare and deliver required disclosures in accordance with regulatory timelines


* Collect and review supporting documentation needed for underwriting (income, assets, property information, etc.)


* Maintain accurate and up-to-date loan files within internal systems


* Partner closely with Underwriting to ensure files are submission-ready

Compliance & Quality:


* Ensure all activities are performed in adherence to regulatory requirements, bank policies, and internal procedures


* Maintain strict confidentiality of customer information and follow clean desk and data security protocols


* Meet established service level agreements (SLAs), productivity, and quality standards


* Stay current on home equity products, regulations, workflow and digital processes

Qualifications:


* High school diploma or equivalent required; associate or bachelor’s degree preferred


* 1–2 years of experience in banking, lending, customer service, or a related field preferred


* Strong verbal and written communication skills


* Excellent attention to detail and organizational skills


* Ability to manage multiple priorities in a fast-paced environment


* Proficiency with Microsoft Office and ability to learn internal systems


* Eligible to register with the National Mortgage Licensing System & Registry (NMLS) and maintain registration with NMLS as a registered Mortgage Loan Originator.

Core Competencies:


* Customer-focused mindset


* Strong communication and interpersonal skills


* Attention to detail and accuracy


* Time management and adaptability


* Team col...