Mortgage Resource Desk Analyst

Location: Cincinnati
Posted on: November 20, 2024

Job Description:

GENERAL FUNCTION: Performs a wide range of duties related to support and general guidance to Mortgage Fulfillment/Sales roles in the field in a call center-type environment. Provides feedback, coaching and direction to those employees in the field who call with questions related to the structuring of residential mortgage deals and underwriting questions. Analyzes proposed deal structuring and proactively recommend products and services to enable Mortgage Fulfillment/Sales employees to structure a sale and/or underwrite a loan. Handles underwriting decisions requiring senior knowledge and/or unique problem solving abilities. Has in-depth knowledge of underwriting including FHA underwriting.

ESSENTIAL DUTIES & RESPONSIBILITIES:

* Provide phone based support using an AVR or other automated queuing phone system. Answer calls as they are queued in the system.

* Log calls into automated AVR system/database to insure proper accounting of call volumes and times. Maintain accurate records and calls logs for management reporting.

* Within appropriate timeframes, answer userÆs inquiries via telephone concerning loan structuring, underwriting questions, product inquiries or general mortgage sales/fulfillment questions. Recommend actions and solutions to meet customer needs.

* Perform triage of incoming calls and exercise appropriate judgment in escalating problems of a more complex nature to more senior staff.

* Review declined loans. Review work and decisions made in the affiliates and determine feasibility of re-activating loans based on underwriting and FHA guidelines.

* Interface extensively with end users, management, Product, and Secondary Marketing in the resolution or escalation of more complex issues.

* Instruct end users in the use of automated tools, Unifi, product guides or reference materials.

* Utilize all systems in place, including automated underwriting to determine underwriting feasibility based on customer phone calls, questions and inquiries.

* Must be able to underwrite conventional, portfolio loans, and FHA/VA loans, although the role will not have specific responsibility for the actual underwriting approval.

* Meet expected service levels related to deal desk Service Level Agreements (SLAs).

* Update information on processing and underwriting systems to verify, add, delete or waive conditions.

* Contact Loan Originators and Fulfillment staff with follow-up information on customer requests if the issue cannot be solved immediately via the phone.

* Insure advice, counsel and direction given to customers meets Fifth Third quality, risk and compliance guidelines for Residential Mortgage.

* Maneuver in Unifi to analyze proposed deals and customer questions.

* Attend required training related to risk and compliance.

* Demonstrate leadership skills as a team player by providing superior customer service, being flexible and approachable.

* Serve as an intermediary for loan issues between sales and fulfillment in the field.

* Participate in ongoing efforts to improve customer service for internal and external customers.

* Maintain knowledge of Fifth Third Mortgage Company policies and procedures in addition to private investors, government investors and portfolio Credit Policy and Guidelines.

* SEE ACTUAL JOB DESCRIPTION FOR ALL DUTIES AND RESPONSIBILITIES.

SUPERVISORY RESPONSIBILITIES: None.

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