The Mortgage Loan Assistant provides direct mortgage services and supports the Mortgage Loan Originators by providing administrative service throughout the mortgage loan process. This position will be responsible for taking and answering incoming calls, chats, Teams inquiries, emails, or other communications. This position provides support to our membership within the hours of 8:30AM – 5:00PM. The hours of work for this position are subject to service delivery requirements within this timeframe and may also include overtime.
Schedule: Monday - Friday, 8:00 am - 5:00 pm, may include overtime
Location: Williston, VT
Specific duties include:
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Manages all communication channels in accordance with the response time expectations set by the department. Provides back-up coverage for the front desk, including processing online applications, monitoring Document Center notifications, and AccountChek reports. Provides borrowers with accurate information, schedules quality appointments, and ensures borrowers are prepared for their appointments.
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Manages mortgage loan application pipeline in conjunction with Mortgage Loan Officers and Mortgage Loan Processors. Tracks statuses of loan conditions, organizes documents from members, efficiently handles employment/rent/asset verifications, condo document requests, and manufactured home park document requests. Provides regular and timely communication to Realtors as needed for Appraisal Contingency, Financing Contingency, Closing dates and any file issues. Sends timely thank you e-mails and requests for feedback to realtors post-closing.
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Manages pre-approval “roll-overs,” pre-approval updates/renewals, redisclosures, and member inquiries alongside Mortgage Loan Officer.
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Maintains proficiency in software programs such as the mortgage point of sale and origination system, DNA with Activity Manager, Mercury Network, OnBase, Kronos, Office 365, and others as used by the department.
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Maintains knowledge of FHLMC, FNMA, FHLB, EastRise portfolio, VHFA, VA, RD and Private Mortgage Insurance guidelines. Stays up to date on mortgage products and programs within the mortgage industry. Completes all assigned training and certifications on or before assigned due dates and to quality level expectations.
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Exhibits problem-solving and decision-making skills, utilizing department and investor resources as needed. Assists members by cross-selling other credit union programs and services.
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Maintains and understanding of all facets of the mortgage application and closing process.
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Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Experience:
A minimum of one year up to three years of similar or related experience, including preparatory experience.
Education/Certifications/Licenses
A high school degree or equivalent. Incumbents are required to maintain their registration active, and current, with the National Mortgage Licensing System throughout their employment.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
COMPETENCIES: Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. (Motor Vehicle check depending on position.) Travel to other branches or locations may be required depending on position. Knowledge of State and Federal regulations affecting consumer loans. Knowledge of consumer loan policies, procedures, products, and services.
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, computer terminal and keyboard, facsimile, calculator, and understands computer basics. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled private or shared work area with moderate noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver clear information. Must be capable of dealing with numerous different personalities from diverse cultures at various levels within the outside of the organization in a calm and professional manner and demonstrate highest levels of customer service when dealing with the members. Must be able to perform responsibilities with composure under the stress of fast-paced deadlines and requirements for extreme accuracy and quality. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion when handling internal and external confidential matters.
