Home Lending Web Support Account Specialist IV - Bilingual (English & Spanish Required)

Join a team where your expertise and empathy make a real difference for customers pursuing homeownership. As an Account Specialist III, you will play a key role in guiding customers through the home lending journey, providing clear and accurate support at every step. You will have the opportunity to build meaningful relationships, resolve complex inquiries, and contribute to a positive customer experience. If you thrive in a fast-paced environment and are passionate about helping others, this is the role for you.

Job Summary
As an Account Specialist III in the Home Lending Call Center, you provide direct support to customers and business partners throughout the home loan origination process. You will use your communication skills and attention to detail to deliver timely, accurate, and personalized service. In this role, you will collaborate with a dynamic team, adapt to changing needs, and help customers achieve their homeownership goals.

Work Hours: 

Milwaukee WI: 8:00 AM - 5:00 PM 

Tempe AZ: Ability to work 9:00 AM - 6:00 PM (March - November) and 10:00 AM - 7:00 PM (November - March)

Job Responsibilities

• Provide clear, accurate, and direct support to customers and business partners during the home loan origination process
• Communicate professionally via phone and email to address inquiries and resolve issues
• Identify customer needs and deliver one-and-done service solutions
• Maintain composure and professionalism in challenging situations
• Review and synthesize loan information to proactively prevent issues
• Respond to customer requests and keep them fully informed throughout the process
• Research and resolve loan-related concerns to ensure accuracy and successful loan closure
• Manage time effectively and multitask to meet individual and team goals for call quality and customer service
• Build strong relationships with customers and internal partners
• Assess urgency of inquiries and determine appropriate actions and response timeframes
• Demonstrate technical proficiency with web browsers and related systems

Required Qualifications, Capabilities, and Skills

• Minimum 2 years of experience in banking or credit industry
• Minimum 2 years of customer service experience, including direct interaction via phone or email
• Experience in mortgage banking origination, with knowledge of home lending channels, processes, and systems
• Ability to work in an environment requiring 100% phone-based customer interaction
• Strong oral and written communication skills
• Effective problem-solving and reasoning abilities
• High attention to detail and conscientiousness
• Ability to empathize and understand customer perspectives
• Adaptability and openness to change
• Patience, composure, and professionalism in all interactions
• Proactive, self-directed, and accountable
• Bilingual proficiency in Spanish and English

Preferred Qualifications, Capabilities, and Skills

• Experience building strong relationships in a call center environment
• Technical understanding of web browsers
• Ability to handle difficult customer situations with resilience
• Demonstrated initiative and responsibility in previous roles
• Experience working in a fast-paced, dynamic environment
• Strong interpersonal skills
   

This position is subject to the Dodd-Frank/Truth in Lending Act qualification requirements for Loan Originators. Employment is contingent upon review of your criminal conviction history, credit report, information available through NMLS, and other relevant information to determine financial responsibility, good character, and general fitness for the role. Any felony conviction within the last seven years will disqualify you from consideration. Continued employment is contingent upon ongoing compliance with Truth in Lending Act/Dodd-Frank Loan Originator requirements.

This position also requires registration with the Nationwide Mortgage Licensing System and Registry (NMLS) under the SAFE Act of 2008. Upon active employment, you will be required to register or update your existing registration to reflect your employment. Continued employment is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date and timely completion of annual renewals and required updates.

Information obtained during the registration, update, and renewal processes, or through NMLS notifications, may impact your employment. Information provided during the online application process may be transferred to NMLS on your behalf. Please review all information for accuracy and consistency with any current NMLS record before submitting. Further details abo