Sr. Client Relations Manager
Job Title: Sr. Client Relations Manager
Reports To: Customer Relationship Director
Department: Direct Processing
Location: Irvine, CA | Irving, TX | Remote
Position Summary
Our customer-centric team is changing the home lending game with fierce loyalty and a dedication to delivering an extraordinary home loan experience. We empower our team members by engaging and immersing them in a fun, positive, and energetic atmosphere that places emphasis on the customer experience above all else. If you love coming to work every day and winning, hold yourself to high goals and standards, subscribe to a no drama workplace and live to serve your customers as much as each other…we want you on our team.
Mission Loans is seeking experienced mortgage professionals who thrive in a fast-paced environment without losing focus on quality of work and delivering an exceptional customer experience. As a Sr. Client Relations Manager, your primary mission is to serve as the primary point of contact for borrowers, process loans from set-up to funding, ensure quality packaging and timely progression through all critical fulfillment milestones; ultimately delivering a best-in-class customer experience.
Primary Duties & Responsibilities
- Overall responsibility for processing loans from set-up to funding, ensuring accurate packaging, timely progression through all critical fulfillment milestones and delivering a best-in-class customer experience
- Serve as the primary point of contact for the borrower throughout the loan fulfillment process including communicating clearly, frequently and effectively to seamlessly guide them through the loan process
- Review and validate borrower information is and remains accurate in the LOS, as well as, all loan documentation submitted by the borrower and third-party service providers is complete, accurate and verified
- Process loan files by (i) verifying and analyzing credit, income, assets and collateral against AUS findings, (ii) reviewing the loan package to ensure it complies with company and/or investor guidelines and (iii) complete and accurate packaging of the loan for submission to underwriting and closing
- Partner with production, underwriting, closer-funders and third-party service providers (i.e. title, verifications, notary) to resolve problems, qualification issues and clear conditions throughout fulfillment process
- Timely prepare, validate and deliver Revised Loan Estimates, Interim &/or Re-Disclosures and Closing Disclosures in accordance with regulatory and company guidelines
- Operate with a goal to meet and exceed customer expectations
- Operate in a manner that promotes loan quality and compliance with lending laws
- Maintain loan pipeline productivity and quality performance at or above required goals
Skills & Abilities
- Subscribe to a no drama workplace
- Subscribe to the mission of creating a truly customer and team member centric environment
- Love to come into work every day and win
- Highly motivated, self-starter with ability to work independently under minimal supervision, and as a team player
- Clear, effective interpersonal skills, written and verbal communication skills
- Ability to work in a fast-paced, multi-tasking environment and manage to multiple deadlines
- Strong problem solving and creative thinking skills
- Ability to learn and adapt to guideline changes
- Strong organization, follow through and time management skills
- Strong phone skills, easily building rapport and connection with customers
- Excellent attention to detail with commitment to accuracy and quality
- Dependable, responsible and able to use good judgement
Qualifications & Experience
- 5+ years processing experience in high volume mortgage setting
- Extensive knowledge in the following loan programs/products: conventional, FHA, VA, refinance and purchase, a plus – jumbo & non-QM
- Thorough understanding of agency & investor underwriting guidelines, policies and procedures
- Knowledge of and responsibility for compliance with state and federal regulations applicable to loan fulfillment
- Intermediate math skills; adept at calculating income from salaried and self-employed borrowers
- Basic proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
- Experience with Empower, a plus
- Bilingual (read, write, speak) in Spanish, a plus
Other Duties: This position profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may be asked to perform additional related duties, as assigned, in order to meet the needs of the organization.