Mortgage Client Coordinator A Mortgage Client Coordinator should demonstrate commitment to delivering distinctive service. This position will be responsible for partnering with the Mortgage Advisor (MA) and Mortgage fulfillment team to ensure the mortgage application moves through the pipeline in a timely manner. The Client Coordinator will act as liaison between the client, MA, and the fulfillment team, collecting outstanding client loan documentation and overseeing the application process.
Job Duties and Responsibilities:
Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings). Act as a point of contact with client after the initial loan decision, setting expectations regarding the timeline of the application process. Communicate current progress of the application and timeline of closing process. Communicate required conditions and/or documentation to client and set expectations regarding the timeline of returning required documentation. Collect supporting documentation from client based on underwriting conditions and AUS requirements, and upload to the eFolder. Meet regularly with Mortgage Advisor to manage and review mortgage pipeline. Provide stats updates, as applicable. Work with Mortgage Advisor to manage client escalations. Review Closing Disclosure with Mortgage Advisor and Client to ensure fees and cash are consistent with commitment to client. Review file to ensure completeness of application and all required supporting documentation and escalate file needs to the Mortgage Advisor or Mortgage Processing Manager. Monitor Regulation B timing of each loan in the pipeline to ensure the Notice of Incompleteness (NOIs) are sent, files are sent back to Underwriting, files are closed for incompleteness, and to ensure files are being decisioned within the Reg B requirements -- and within a timely manner and in accordance with Reg B. Meet all the client's financial needs, both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate. Assist other team members as needed to ensure delivery of distinctive service. Perform other related duties and responsibilities as assigned. The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Pinnacle is an Equal Opportunity Employer committed to fostering an inclusive work environment.
Minimum Education: High School Diploma or Equivalent -- College degree is preferred.
Minimum Experience: Minimum of 10 years' experience in financial services and/or mortgage lending.
Required Knowledge, Skills & Abilities:
Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software. Knowledge of federal banking regulations and compliance requirements. Knowledge of Fannie Mae, Freddie Mac, FHA, USDA, VA, & Jumbo loan underwriting guidelines. Broad knowledge of bank products and services. Excellent interpersonal skills, including verbal and written communication skills. Excellent organizational and time management skills with a strong attention to detail. Understanding of loan documentation processes and procedures. Ability to work in a fast-paced environment and work well under pressure with a high degree of accuracy. Must be able to multi-task competing priorities to meet tight deadlines. Excellent client service skills. Tact and diplomacy in dealing with both clients and team members. The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp. This position may require successful registration and issuance of a unique identification number from the Nationwide Mortgage Licensing System (NMLS) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE ACT). Registration must be accomplished within an established timeframe after initial employment and includes a nationwide finger print check.
