Centralized Lending Specialist (Mortgage Loan Officer) - Plano, TX
Bank of America, Plano, TX, United States
Job Summary
This position is responsible for answering inbound calls and initiating outbound calls within a call center to assist new and existing clients with determining the best solution for financing the purchase of a home, refinancing an existing mortgage, or obtaining a new home equity line of credit. Key responsibilities include analyzing the client's financial goals, determining the most optimal lending product solution, submitting the mortgage application, assisting clients with gathering supporting loan documentation, and keeping clients informed throughout the mortgage loan process.
This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.
Responsibilities
Provides exceptional client care
Answers inbound calls and makes outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
Utilizes multiple technology systems to assist customers and referral partners
Leverages defined lending processes and policies to meet guidelines and manage risks
Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process
Identifies opportunities through conversations with clients to recommend the bank's products through partner referrals as part of one team that delivers exceptional client care
Required Qualifications
Has 1+ year sales and/or mortgage experience
Strong relationship‑deepening and client care mentality
Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively
Ability to assess client needs and suggest/promote alternative products or services
Ability to learn all platform systems utilized within the environment and/or aptitude in system technologies
Effectively customer service skills with ability to manage the full client end‑to‑end origination experience and problem resolution at key points in lending process
Ability to work under pressure during high volumes
Ability to build and maintain positive rapport with service partners
Can prioritize multiple competing tasks
Adaptability and flexibility to change
Strong communicator, written, oral and non‑verbal
Demonstrates solid sales production over a sustained time frame
Flexibility to work weekends and/or extended hours as needed
Communicates professionally and confidently and is comfortable engaging all clients over the phone
Ability to handle multiple lines of business and models to support changing business needs
Independently works with other business partners to expedite post‑sale issues or problem resolution
Ability to effectively balance performance, operational risk, and client relationship care
Commitment to professional ethic and thorough in incorporating regulatory due diligence and complying with all federal and state compliance policies
Desired Qualifications
Contact center experience
Knowledge of loan products (Conventional, Jumbo, and Government)
Can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information
Familiarity with FHA and HUD guidelines
Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending
Ability to analyze and comprehend complex financial data and provide financial alternatives
Strong consultative skills including the ability to ask critical questions to identify opportunities
Skills
Attention to Detail
Client Solutions Advisory
Customer and Client Focus
Oral Communications
Written Communications
Client Management
Loan Structuring
Pipeline Management
Problem Solving
Collaboration
Credit Documentation Requirements
Critical Thinking
Referral Identification
Referral Management
Minimum Education Requirement High School Diploma / GED / Secondary School or equivalent
Shift 1st shift (United States of America)
Hours Per Week 40
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This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.
Responsibilities
Provides exceptional client care
Answers inbound calls and makes outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
Utilizes multiple technology systems to assist customers and referral partners
Leverages defined lending processes and policies to meet guidelines and manage risks
Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process
Identifies opportunities through conversations with clients to recommend the bank's products through partner referrals as part of one team that delivers exceptional client care
Required Qualifications
Has 1+ year sales and/or mortgage experience
Strong relationship‑deepening and client care mentality
Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively
Ability to assess client needs and suggest/promote alternative products or services
Ability to learn all platform systems utilized within the environment and/or aptitude in system technologies
Effectively customer service skills with ability to manage the full client end‑to‑end origination experience and problem resolution at key points in lending process
Ability to work under pressure during high volumes
Ability to build and maintain positive rapport with service partners
Can prioritize multiple competing tasks
Adaptability and flexibility to change
Strong communicator, written, oral and non‑verbal
Demonstrates solid sales production over a sustained time frame
Flexibility to work weekends and/or extended hours as needed
Communicates professionally and confidently and is comfortable engaging all clients over the phone
Ability to handle multiple lines of business and models to support changing business needs
Independently works with other business partners to expedite post‑sale issues or problem resolution
Ability to effectively balance performance, operational risk, and client relationship care
Commitment to professional ethic and thorough in incorporating regulatory due diligence and complying with all federal and state compliance policies
Desired Qualifications
Contact center experience
Knowledge of loan products (Conventional, Jumbo, and Government)
Can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information
Familiarity with FHA and HUD guidelines
Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending
Ability to analyze and comprehend complex financial data and provide financial alternatives
Strong consultative skills including the ability to ask critical questions to identify opportunities
Skills
Attention to Detail
Client Solutions Advisory
Customer and Client Focus
Oral Communications
Written Communications
Client Management
Loan Structuring
Pipeline Management
Problem Solving
Collaboration
Credit Documentation Requirements
Critical Thinking
Referral Identification
Referral Management
Minimum Education Requirement High School Diploma / GED / Secondary School or equivalent
Shift 1st shift (United States of America)
Hours Per Week 40
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