Summary
The main goal of the Client Coordinator is to work as the dedicated single-point-of-contact between the Business Partner, Sales Team and the Operations Team throughout the entire loan process. The Client Coordinator will OWN the client experience and be responsible for having intimate knowledge of each file in their respective pipelines.
Role and Responsibilities:
• The Client Coordinator is the single-point-of-contact for our Business Partners, Sales Team and Operations Team.
• Designated working hours will be Monday through Thursday from 8:30 to 5:30 EST. Keep voicemails cleared and communicate as needed.
• Respond promptly to all needs even if it is just an acknowledgment of receipt.
• Escalate file issues through the proper channels as needed.
• Ensure that a high-quality file is submitted to underwriting which is inclusive of validating the ordering of property reports for flood certification, USPS report, DataVerify and tax transcripts.
• Process SSA89 forms if applicable for underwriting review.
• Monitor estimated closing dates and correspond with business partners to ensure they are accurate at all times.
• Receive files from initial conditional underwriting review and place customer experience call to review conditions.
• Collect and review conditions as submitted by the Business Partner to ensure we provide proper information to our Underwriting team.
• Correct any errors on the file in Encompass.
• Request CIC’s through Encompass for the benefit of the Business Partner.
• Monitor lock events that require a CIC and communicate with Business Partners so that important time frames are not missed.
• Ensure all file contacts have been entered Encompass correctly.
• Continually work towards providing an excellent customer experience through service and exceeding company goals.
• Assist Closer and Business partner in resolving any problems that should arise at closing.
• On a weekly basis follow up on any aged loans in the pipeline for status updates.
• Send files as needed to THDA and RD as needed.
• By the 5th of each month, update/complete any “Denied”, “Cancelled” or “Withdrawn” files in the system.
• Support FCMs post-closing team by following up on outstanding insuring documents, trailing documents and assisting with curing investor/agency suspends.
Qualifications:
• Must be able to perform each essential duty satisfactorily.
• Requirements following are representative of knowledge, skill and/or ability required.
Education and/or Experience:
High School Diploma/GED; plus 1- 3 years of experience in mortgage lending required. Must have a clear understanding of HMDA, REGZ, RESPA, MDIA and all other compliance for mortgage lending. Additionally, the CC must be familiar with state regulations such as Section 32, Section 35 and maximum fees allowed.
Skills:
• Ability to effectively articulate information and respond to questions from customers, vendors and mortgage related issues.
• Proficient use of Microsoft Office, Excel, Word, and Outlook.
• Must be able to calculate interests, commissions, percentages, and discounts.
• Prefer experience with Encompass or must learn.
• Must possess sense of urgency to restrictive time frames and deadlines.
• Must be professional at all times with dress and actions.
Physical Demands:
• Must be able to sit or stand for long periods of time such as meetings, driving, sales rallies, etc.
• Must be able to talk and hear, frequent use of hands and arms to reach and occasionally lift or move up to 25 pounds.
• Specific vision requires close distances, color and ability to focus.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Comments:
This job description is an outline of the major recurring responsibilities of the job. It is not intended to be all inclusive of the work to be performed. Other related job objectives, special assignments and less significant responsibilities may be required of the incumbent to perform.