Customer Advocate- Exception Handling

Description:

The Customer Advocate, Exception Handling is responsible for processing loan applications in compliance with mortgage lending and applicable investor guidelines. Performs duties such as analyzing the loan application, assessing creditworthiness and the likelihood that a loan applicant will be able to repay the debt, analyzing the AUS /Guidelines as they pertain to the loan product and sales structure, reviewing title commitments and fees, ordering subordinations and allocating fees properly in the system. Responsible for monitoring the loan process and managing the proper expectations with the client and the sales staff through closing. Based on these assessments, the Customer Advocate makes mortgage loan recommendations for all Government and Conforming Full Doc products. The Customer Advocate works on a blend of all products based on pipeline management ability. The Customer Advocate Exception Handling works on loans after final approval that cannot be scheduled or closed due to defects or customer objections.

Essential Job Duties and Responsibilities:

Excellent Customer Service. The Customer Advocate is the primary customer contact, and may act as liaison between the borrower, underwriter and loan advisor. The Customer Advocate is required to provide periodic status updates, and timely return all incoming inquiry calls. The Customer Advocate is responsible for noting all communication and statuses in the Loan Operating System.

•The Customer Advocate will contact the borrower(s) for all outstanding documents needed including but not limited to the items on the Underwriting Terms and Conditions sheet.

•Validates the 1003 loan application for completion and accuracy and confirms information entered in Loan Origination System matches.

•Completes various Processing Checklists to confirm documentation requested was received

and loan is ready to go back to Underwriting for final approval • Escalates loans through proper channels if a loan no longer qualifies or a restructure is needed

• Requests, follows up and obtains items from 3rd parties as needed. Examples include but are not limited too: hazard insurance, flood insurance, payoffs, verification of employment, etc..

•Responsible for running AUS engine (DU/LP) to confirm a loan is successfully scoring and qualifies for selected product. Will also run compliance engines to make sure loans are in compliance at time of submission

• Submit for review when Appraisal, Title, Credit, and borrower documents are in. Provides quality loan processing, reviewing files for adherence to underwriting standards, and ensuring completeness prior to submission for underwriting for approval.

•Records data on status of loans, including number of new applications and loans approved, canceled, or denied, using computer.

• Responsible for funding goals as established at the beginning of every month. Responsible for maintaining assigned pipeline and managing accordingly to meet service level agreements

• Provide Feedback to Loan Credit Advisor on loan quality.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

About TEKsystems:

Were partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. Thats the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.