Senior Client Services Specialist, Correspondent Lending Operations

Reporting to the Senior Manager, Correspondent Lending Operations the Senior Delegated Correspondent Specialist will be the liaison for the Correspondent Delegated business channel. You will communicate with correspondents, vendors and internal business units regarding Conventional, FHA, VA or Non-Agency loans submitted for purchase. The position will conduct due diligence and research based on escalations, questions or guidance needed at any point within the process. All duties will be performed in accordance with PHH’s policies, procedures, guidelines and applicable state and federal regulations.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

• Manage a high volume of daily inbound communications, including 50–100 emails and phone calls, addressing inquiries related to underwriting guidelines, product specifications, operational procedures, loan statuses, approvals, purchases, and conditions.
• Coordinate and conduct seller pipeline calls on a daily, weekly, or monthly basis, tailored to individual client needs.
• Cultivate and maintain effective working relationships with internal teams and external Correspondent Lenders and their staff.
• Demonstrate proficiency in reviewing collateral, compliance documentation, underwriting decisions, and closing packages.
• Evaluate loan decisions and conditions, and collaborate with management to identify viable alternatives when necessary.
• Deliver exceptional customer service within established service-level agreements.
• Clearly and concisely communicate the rationale behind required conditions to Correspondent Lenders.
• Monitor and report loan statuses, and provide guidance on system navigation and process-related inquiries.
• Partner with leadership to support decision-making related to loan and business operations.
• Liaise with vendors and Correspondent Sales teams to ensure alignment and issue resolution.
• Analyze operational trends and contribute to the development and implementation of process improvements.
• Ensure adherence to productivity, quality, and performance standards.
• Leverage both onshore and offshore resources to support operational and procedural objectives.
• Maintain compliance with applicable laws, regulations, and GSE requirements, staying current with industry changes.
• Provide organized and timely escalations to leadership as needed.          

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• Four year degree from an accredited university with a concentration in business, accounting, finance, or banking or equivalent experience within the Correspondent Lending Operations channel. 
• A minimum of two years underwriting, Processing or Delegated Correspondent experience required
• Strong underwriting or processing and mortgage banking knowledge and skill.
• Previous experience in a call center or similar role preferred
• Proven interpersonal skills, ability to interact with other departments and vendors in a professional manner.
• Demonstrate knowledge and expertise with underwriting guidelines and products inclusive of Conventional, FHA and VA and Non-Agency
• Ability to navigate, comprehend and interpret investor guidelines
• Familiarity with Encompass and Encompass adjacent software preferred (TPO Connect)
• Familiarity with Document Imaging.

• Ability to escalate loans as needed

Training / Licensing Requirements: 

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Hours: 

• This position is to cover the Central Regional.   Interested candidates must be comfortable working Central Time Zone Hours.

The salary range for this position is expected to be $83,500 per year, depending on geographic location, experience, and other qualifications of the successful candidate. 

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