Overview Position: Pre-Approval Specialist (PAL Specialist). [This is the first position in our training program] Must have passed your NMLS Safe Exam prior to starting. We will reimburse up to $500 to help with NMLS fees. We can provide you information regarding getting NMLS licensed. Location: Must be onsite in Charlotte, NC - may need to work PST hours from 8 am to 5 pm for the first 3 months due to training purposes. Position Summary The Pre-Approval Specialist (PAL Specialist) works with the Inside Loan Agent Division and assists licensed Purchase Loan Officers by communicating with customers regarding initial interest in obtaining a pre‑approval or new home mortgage loan. By gathering information from the customer and providing information to the Loan Officer as it relates to the customer’s specific needs and interests in a mortgage loan, the PAL Specialist gains knowledge of and experience in the loan origination process. Successful PAL Specialists effectively communicate with the customers and Loan Officers through email, telephone, text/SMS, and provide a high level of customer service to all parties involved with the interaction in order to create an exceptional customer experience. Responsibilities Assist customers and licensed Purchase Loan Officers with gathering loan information and documentation to provide the customer with an underwritten pre-approval Engage in conversation and establish rapport with customers via email and telephone communication Educate both customers and Purchase Loan Officers about next steps for a customer’s pre-approval Follow up with Purchase Loan Officers and customers regarding conditional items needed in addition to the loan application in order to complete the loan pre-approval process Set realistic expectations for both Purchase Loan Officers and customers in order to maximize customer satisfaction Input data into computer system as it relates to information gathered for the mortgage loan Disposition customer files appropriately depending on the interest and ability of customers to proceed with the pre-approval process Follow up and communicate with customers that were previously pre-approved (PAL Incubation) to determine if any further assistance is needed Assist customers with completing the eConsent and eSign process Assist customers with reviewing their credit report to determine if the customer can proceed with the loan qualification process with a licensed Loan Officer or be referred to a credit repair institution Qualifications Previous or current call center or inside customer service or sales experience Ability to demonstrate proficiency communicating with customers over the phone and via email Knowledge of the mortgage loan refinance or home buying process Proven experience bring outgoing, energetic, hardworking and willing to learn Excellent customer service skills Excellent written and verbal communication skills Proficiency with Microsoft Office programs such as Word, Excel, and Outlook Passionate about helping customers achieve financial goals Desired Education/Experience 2 or more years of office or inside customer service / call center experience preferred
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