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Loan Processor (Ditech Financial LLC)
Ref No.: 16-08158
Location: San Diego, California
Act as a client advocate proactively assisting the Wholesale region with pipeline management to ensure loans move from receipt of file to the closing of the file in a timely manner. Review all queues to ensure that the loans are within the Vendor SLA, queues include but are not limited to Loan Estimate, Welcome Kit, Change of Circumstance, VVOE's. Provide on-going communication, feedback and training for the Broker and Account Executive by reviewing overall trends and focusing their attention on ways to remediate. Ensure quality customer service support for all Brokers, Account Executives and Operational teams as well as problem resolution.
KEY ACCOUNTABILITIES
  • Achieve specific volume and revenue goals of the Channel and assigned regions
  • Provide support (inbound and outbound calls, e-mail) in an efficient manner and provide educational information
  • Provide proactive review of pipelines in order to expedite loan though the process, increasing overall pull-thru ratio (Call out on aging loans with no activity, expiring rate locks, expiring docs, purchase transactions and loans with outstanding conditions)
  • Monitor all queues and take proactive action on loans with escalated issues.
  • Monitor suspended files for auto declines
  • Provide clear direction and education to Clients on all operational policies and procedures.
  • Track all issues in data-base for accurate reporting
  • Apply experienced problem-solving techniques to successfully address and resolve issues for both internal/external clients to continuously improve processes and provide a competitive advantage through customer intimacy and operational excellence.
  • Enhance client relationships by proactively identifying and resolving client issues. Work with internal partners to escalate issues through internal processes, facilitate interdepartmental communication and provide a winning solution for the client. 10. Serve as a liaison between Clients and internal operational units to identify and solve specific and general issues regarding loan commitments, loan registrations, deliveries and final documentation.
  • Provide client color to Management and the Training and Development Team in order to proactively train clients on specific products and/or technology tools.
  • Assist in developing growth strategies and increase market share opportunities based on market research and competitive intelligence.
  • Prepare disclosure package to be sent to the borrower within regulatory required time frames
SELECTION CRITERIA
  • Minimum of 3 years' experience in mortgage loan processing (government FHA/VA and conventional, purchase and refinance.)
  • A demonstrated knowledge base of Products, Underwriting guidelines, Operational processes and procedures, Pricing and Technology tools
  • Ability to identify and analyze issues and develop cohesive solutions that benefit the client and entire organization
  • Ability to conduct business in a professional, credible and confident manner
  • Possess a positive and energetic attitude
  • Demonstrate a sincere sense of empathy for the client's needs
  • Ability to perform as a team player
  • Ability to work in a high paced environment Competencies
  • Must have demonstrated ability to take initiative, resolve problems at their level and/or understand escalation procedure, if necessary and make decisions within established framework to meet sales goals while managing overall risk and the client relationship.
  • Must have high level of communication (written and verbal) including conflict resolution skills to effectively manage client relationships and internal partnerships
  • Must have the ability and flexibility to manage multiple priorities in a fast paced, high pressure goal oriented environment
  • Must be well organized, resourceful and dependable
ControlID: 14.234.89 SHR