The Home Equity Loan Processor will:
Key Responsibilities:
• Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
• Manage a large pipeline of applications while meeting required service level agreements
• Responsible for thorough application review, collection, review and validation of all required documentation, including income calculation, following up with the customer within established timeframes and delivering a quality application to Underwriting
• Serve as a primary point of contact, providing customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement. Activities include:
• Accept incoming phone calls
• Make outbound phone calls to follow up on outstanding documents and provide updates on loan status
• Monitor and respond to incoming emails
• Monitor and respond to incoming voicemails
• Document all communication
• Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments
• Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
• Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence
Role Requirements:
• This position requires a flexible schedule, including the ability to work evenings, weekends, and overtime as needed to meet business demands.
• Hours are typically 8 am - 5 pm PST or 10 am - 7 pm EST depending on your location and/or business needs.
• This is a remote opportunity; must be located within 100 miles of a local Accenture office.
• Must be State NMLS licensed and have passed the Uniform State Test as additional licensure will be required.
Remote
Skills:
Communication Skills, Customer Relations, Customer Retention/Renewal, Customer Support/Service, Documentation, Home Equity Loans, Loan Processing, Partner Sales, Service Level Agreement (SLA), Time Management, Underwriting
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Accenture Plc