Job Description

As part of the Commitment Desk, this person will act as the primary contact that outside customers have with the Correspondent Lending division. This role will work closely as a team with Operations, Underwriting, Funding, Capital Markets, and Sales to ensure the risk is mitigated; profitability is maintained and at the same time customer expectations, both internal as well as external is not only being met, but exceeded. The Primary job focus is Bulk Bidding/Assignment of Trade/Completion of email request in a timely matter. Additionally, this person will be handling manual registration and pricing issues. This role is also responsible for assisting internal customers with problem resolution.

JOB FUNCTION AND RESPONSIBILITIES:

• Assists customers with registering and locking individual mandatory and best effort flow commitments.
• Bulk Bid Mandatory Bid Tapes/Execute Commitments/ AOT
• Develops a full understanding of the correspondent lending product menu, product guidelines and product pricing and be able to discuss with and explain to customers
• Determine product eligibility and price loan commitments, while entering and/or changing loan data.
• Exercises and upholds the company’s policies and procedures in pricing commitments, extensions, re-pricing, and negotiations for the purpose of controlling the company’s exposure and hedging risks
• Researches and evaluates post funding adjustment request from correspondents, sales
• Handles escalated customer service issues, pricing exceptions and other special negotiations
• Resolves customer issues regarding registrations, pricing issues, loan delivery
• Managing extremely high call volume with varying degrees of urgency

• Special projects as required

QUALIFICATION:

• High School degree, or equivalent, required. College degree preferred.
• 1+ years of experience working in a Call Center environment. Outside Sales, Retail, Customer Service experience preferred.
• Mortgage Banking, Banking, or Finance experience helpful.
• Ability to work independently, meet established deadlines, be very detail-oriented, and have excellent organizational skills.
• Strong analytical and problem-solving skills and attention to detail and accuracy.
• No documented disciplinary action in the past 12 months.
• Should have an Appraisal rating of ‘Effective Performance’ or above in the last completed performance cycle.
• Should have completed 9 months in the current role

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

8am-5pm Eastern (Day Shift US) - Possible split shift hours 9pm-6am Eastern.