Senior Retail Support Specialist

POSITION OVERVIEW:

The Senior Retail Support Analyst provides high-level customer service while representing the company in a professional and positive manner. This role supports a group of top Loan Officers (LOs) and LO teams by helping manage their loan pipelines from start to finish. The analyst works closely with these teams to take action, resolve issues, and ensure loans move smoothly from origination through closing and funding.

ESSENTIAL DUTIES and RESPONSIBILITIES, include the following responsibilities, but not limited to:

• Provide consultation to exclusive list of top performing LO’s and LO teams regarding guidance on deal structure scenarios based on expert knowledge of loan programs available.
• Investigate and resolve critical and complex issues in a timely manner in collaboration with Underwriters, Processors, Licensed Loan Partners, etc.
• Support the daily operational flow of incoming inquiries to ensure locks received are priced accurately, meet program guidelines, and follow company-defined policies and procedures.
• Coordinate change requests on existing rate locks including (but not limited to) loan parameter changes, lock extensions, relocks, float downs, etc.
• Respond to all email and phone inquiries within required turn times.
• Evaluate, analyze, and consult with Sales Management on the use of Pricing Concessions & Lender Credits in order to maximize loan profitability.
• Collect documents needed by the LO’s to facilitate the closing/funding of loans. Performs necessary follow-up to ensure timely receipt of any documents needed.
• Participate in other projects including (but not limited to) improvement and development of pricing system methodologies.
• Routinely identify ways to improve efficiency and effectiveness of department, from process flow and technology standpoint.
• Act as Secondary subject matter expert when working across department lines to collaboratively resolve issues.
• Provide key support to Retail Support Manager, and act on Manager’s behalf if/when Manager is out of office/in meeting.
• Facilitate daily interaction on behalf of the LO with all departments to confirm a smooth closing/funding process.
• When necessary, conduct one-on-one meetings with assigned LOs to report any issues, company system/non-system enhancements, products, etc. Provide feedback to manager and VP of Margin.

QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s Degree or equivalent experience.
• At least 5 years of specific Lock Desk experience required including a mastery of mortgage loan programs, guidelines, pricing, and mortgage technology.
• Comprehensive understanding of all products offered and specialized programs within the Retail channel, with a strong familiarity of the key features and basic process.
• Optimal Blue product & pricing engine (PPE) experience required.
• Ability to handle escalated issues and resolve challenges efficiently to ensure timely solutions and customer satisfaction
• Power user of Microsoft Excel. Quickly and accurately analyze and present large data sets.
• Excellent organizational, written and verbal communication skills.
• Comfortable communicating with the highest level of Sales Management and Executive Leadership.
• Strong attention to detail.
• High mathematical aptitude.
• Ability to multi-task in a fast-paced environment and self-prioritize.
• Possess superb follow up skills with ability to analyze situations quickly.
• Address complex pricing discrepancies and policy issues.
• Strong integrity and confidentiality required.

SUPERVISORY RESPONSIBILITIES: Direct Reports:  N/A

PHYSICAL and ENVIRONMENTAL CONDITIONS:

This role operates in an ADA compliant office environment, utilizing ty