Home Loan Advisor- Team Leader

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

POSITION SUMMARY

The Home Loan Advisor (HLA) team is a hybrid mix of Sales and Customer Service and has the opportunity to work a large selection of Benefit Identified customers via our Customer Service queues. As a fully trained professional with general servicing tasks – the Home Loan Advisor offers a wide range of Refinance products to Newrez and Shellpoint serviced customers without having to transfer them to another department. This Specialty role is the epitome of the most elite crossed trained professionals.

The Home Loan Advisor Team Lead is a producing HLA that originates mortgage products directly to consumers through leads and centralized telemarketing and responsible for not only for maintaining their own production goals, but also the Home Loan Advisor team goals. They will provide minute by minute coaching to Home Loan Advisors to help facilitate growth of the business both individually and collectively.

DESCRIPTION

Duties and Responsibilities

• Demonstrate positivity, courtesy, and helpfulness when dealing with every homeowner.
• Use a blend of manual and automated calling strategies to locate past due homeowners, contact them, identify their issues, and set up customized payment strategies that cure their delinquencies.
• Develop workable payment solutions that satisfy both our clients/investors and our company.
• Handling inbound Customer Service calls, assisting with an assortment of questions from website assistance, escrow to processing payoffs.
• Process homeowners’ mortgage payments.
• Convert inbound Servicing Calls by offering refinance products to current eligible customers.
• Achieve company performance goals and servicing department KPIs.

• Meet minimum Submission to Processing (STP) volume goals.
• Inputs all borrower information into the 1003 (LOS).
• Review and understand AUS findings in detail and ensure that supporting borrower documentation (i.e. income, assets, liabilities and credit) match the information provided on the 1003.
• Provide guidance to borrowers on loan processing flow.
• Ensure federal and state required compliance expectations are met in include LE documentation is signed at time of application or has been mailed to the client for signature within 3 days of application interview.
• Lock loan in H2O, ensuring lock meets offered rate and covers estimated closing date.
• Mortgage loan production at/above required volumes.
• Formulate and establish funding projection goals for their team in conjunction with the Manager - Home Loan Advisor to align with department production, quality, and volume targets.
• Conducts bi-monthly one on one check ins with each HLA.
• Lead team huddles to motivate, train, and coach based on real time business needs.
• Invest time with each HLA to conduct call calibration/reviews and provide any coaching or feedback necessary to promote consistent growth.
• Be a daily role model/mentor.
• Goal setting with each HLA in accordance with their personal goals as well as company production targets.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High-school diploma or equivalent required.
• Bachelor’s degree, preferred.
• 4+ years of experience in sales and/or real estate.
• 2+ years of experience in mortgage sales, including Government and Conventional loan products (e.g., FHA, VA, FNMA, FHLMC, and related guidelines).
• 1+ years mortgage servicing experience.
• Prior experience in a leadership role preferred.
• Must be able to pass a federal background check.
• Must be able to pass the SAFE exam and all licensing requirements.

Skills, Abilities, and Knowledge

• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization.
• Working knowledge of investor guidelines, underwriting policies, and loan products.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
• Effective at man