Mortgage Client Advocacy Support Specialist (12-9 PM) - (SAFE ACT)

The Mortgage Client Advocacy Support Specialist performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities:

• Resolves complex customer inquiries and supervisor escalated issues via phone and offline for all Mortgage Default areas including Collections, Spanish Language Unit, Forbearance Plan reviews, case work, extension processing and various special projects.
• Proactively reviews each account to offer value added products and services while adhering to strict telesales laws and regulations.
• Diffuses tense customer interactions; manages conflict and requires the ability to build rapport with customers.
• Makes decisions based on past practice/precedence when resolving complex servicing issues.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

 

Qualifications:

• 2-4 years of relevant experience, specifically Loan Officer or Mortgage Processor experience.
• Understanding of products combined with collections compliance experience. Demonstrated proficiency in customer service practices in order to help guide and navigate associates. Extensive knowledge of credit/risk policies and profitability models to resolve first level escalated inquiries.
• This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.

 

Education:

• High School diploma or equivalent

Hours: This position has a schedule for 12-9 PM CT

Hybrid: In office 3 days a week

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities.    As part of this registration process, you must be fingerprinted unless you have fingerprints are on file with NMLS Registry that are less than 3 years old.    This position further requires that you maintain and renew that registration on an annual basis, update registration information with the Registry on a timely basis, and provide your unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.

------------------------------------------------------

Job Family Group:

Customer Service

------------------------------------------------------

Job Family:

Escalation

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Primary