Mortgage Loan Processor at F1 Technical Solutions, Inc.
Dallas, TX
About the Job
As a Loan Processor, you will serve as the primary liaison for our customers
throughout the mortgage fulfillment journey, ensuring exceptional customer
service for every client. Your role is vital in maintaining high levels of
customer satisfaction by effectively managing communications, setting clear
expectations, and addressing any concerns related to their mortgage
applications until their loans are fully funded.
Key Responsibilities:
- Respond promptly to customer emails and inbound calls, adhering to
established service level agreements (SLAs).
- Act as a dedicated customer advocate and main point of contact,
delivering exceptional service to enhance customer satisfaction.
- Conduct all necessary outbound communications for assigned loans,
including Welcome Calls, Status Updates, Closing Coordination, and
more.
- Take full ownership of your loan pipeline, proactively managing and
resolving any customer escalations while following through on issues
within specified SLAs.
- Accurately document all customer interactions in both BOSS – Director
and our Loan Origination System (Encompass).
- Maintain a comprehensive understanding of all workflow processes and
policies.
- Perform weekly pipeline reviews to ensure loans are progressing on
schedule and to identify any problems that may need escalation for
timely resolution. Provide updates on status, address concerns, and
recommend actions to enhance cycle times and customer satisfaction.
- Meet or exceed performance goals and key metrics outlined in your
scorecard.
- Share loan status updates with the sales team and management as
necessary, engaging on complex issues to reach effective resolutions.
- Provide constructive feedback to management on potential
improvements to workflows and processes for enhanced customer
service.
- Continuously learn and adapt based on established feedback routines
to complete tasks efficiently and accurately.
throughout the mortgage fulfillment journey, ensuring exceptional customer
service for every client. Your role is vital in maintaining high levels of
customer satisfaction by effectively managing communications, setting clear
expectations, and addressing any concerns related to their mortgage
applications until their loans are fully funded.
Key Responsibilities:
- Respond promptly to customer emails and inbound calls, adhering to
established service level agreements (SLAs).
- Act as a dedicated customer advocate and main point of contact,
delivering exceptional service to enhance customer satisfaction.
- Conduct all necessary outbound communications for assigned loans,
including Welcome Calls, Status Updates, Closing Coordination, and
more.
- Take full ownership of your loan pipeline, proactively managing and
resolving any customer escalations while following through on issues
within specified SLAs.
- Accurately document all customer interactions in both BOSS – Director
and our Loan Origination System (Encompass).
- Maintain a comprehensive understanding of all workflow processes and
policies.
- Perform weekly pipeline reviews to ensure loans are progressing on
schedule and to identify any problems that may need escalation for
timely resolution. Provide updates on status, address concerns, and
recommend actions to enhance cycle times and customer satisfaction.
- Meet or exceed performance goals and key metrics outlined in your
scorecard.
- Share loan status updates with the sales team and management as
necessary, engaging on complex issues to reach effective resolutions.
- Provide constructive feedback to management on potential
improvements to workflows and processes for enhanced customer
service.
- Continuously learn and adapt based on established feedback routines
to complete tasks efficiently and accurately.
Salary
40,000 - 120,000 /year
Generous incentives on top of base salary
Generous incentives on top of base salary