Home Equity Lending Specialist - Chandler, AZ

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

 

Job Description:
This job is responsible for working in a national inbound contact center and providing comprehensive home equity lending guidance and solutions to prospective borrowers. Key responsibilities include taking client calls to uncover their life priorities, financing objectives, and home equity lending needs, and structuring home equity loan solutions by leveraging defined processes and tools. Job expectations include connecting with clients to execute consistent follow-up routines and partnering with key functions to proactively manage priority milestones. This position may be responsible for the provision of residential mortgage loans, and as such, is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential mortgage loan originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Provides end-to-end comprehensive lending guidance and solutions to prospective borrowers by uncovering their life priorities and determining client financing objectives
• Answers inbound calls and make outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
• Works with clients and business partners throughout the loan process to ensure consistent client communication and follow ups are conducted
• Partners with key functions across home lending to proactively manage priority milestones within the loan process
• Maintains and applies knowledge of home equity lending policies, procedures and regulatory requirements, changing market conditions, and business trends to prospective and existing bank clients when providing sales and service solutions
• Recommends additional bank products based on client’s needs through partner referrals
• Demonstrates a commitment to professional ethics, conforms to all Federal and State compliance policies, and adheres to Home Mortgage Disclosure Act (HMDA) requirements

Required Qualifications:

• 1+ year of customer facing and/or customer contact center experience

• Has a strong relationship-deepening and client care mentality

• Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively

• Has an ability to assess client needs and recommend products or services

• Has an ability to learn all platform systems utilized within the environment and/or aptitude in system technologies

• Has an ability to work under pressure during high volume periods

• Has an ability to build and maintain positive rapport with service partners

• Can prioritize competing tasks

• Has adaptability and is flexible to change

• Is a strong communicator, written, oral and non-verbal

• Can be flexible to work weekends and/or extended hours as needed

• Communicates professionally, effectively and confidently and is comfortable engaging clients over the phone

• Has an ability to handle multiple business models to support changing business needs

• Works effectively with business partners to expedite post-sale issues or problem resolution

• Has the ability to effectively balance performance, operational risk, and client relationship care

• Demonstrates a commitment to professional ethic and is thorough and thoughtful in incorporating relevant regulatory due