Top 3 Skills : Detail-oriented
Detail-oriented
Willing and eager to take on new project
Team-player
Job Description / Position Responsibilities
- Conduct the investigation, tracking, and resolution of client experience issues during the origination or servicing of a mortgage loan
- Input, update, and close all inquiries in appropriate proprietary firm systems; file and catalogue all supporting inquiry documentation
- Review / investigate allegations pertaining to Client complaints and draft necessary response communications adhering to company, legal and regulatory requirements
- Discuss as appropriate any / all updates to inquiries with Private Bankers, Financial Advisors, Operations personnel and associated partners
- Assist management in reviews of specific inquiries as needed
- Aid in developing, updating, and publicizing training on inquiry policies / procedures
- Manage inbound calls / e-mails from Clients, MS sales team, and third party vendors
- Produce and deliver monthly and ad hoc reporting to senior management
- Maintain excellent working relationships with both internal and external partners
- Complete additional assignments as directed by management
- Ensuring third-party is providing best in class customer service to clients and customers
- Reporting to Head of Client Experience Group (CEG)
Experience
- Minimum 5 years’ experience in mortgage originations / operations
- Direct verbal and oral communication with client, field and operational partners in a client focused organization
- Legal / Compliance experience preferred
- Bachelor’s degree required
Skills / Abilities
- Outstanding written, verbal, interpersonal and analytical skills
- Ability to manage processes and / or projects without supervision
- Deep knowledge of the mortgage originations industry and associated processes
- A firm understanding of industry standard regulatory requirements
- Ability to analyze complex issues and ensuring deliverables are met
- Ability to manage time, prioritize and plan accordingly
- Ability to manage key relationships with internal / external stakeholders
- Ability to negotiate and influence clients on key deliverables and timelines
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