Home Loans Member Advocate

The role:

As a Home Loan Member Advocate III working in a mortgage environment, you will perform multiple duties while in this role which include Retention, Loan Restructure, and Customer Service efforts. You will utilize your customer service and sales skills to make outbound calls to existing SoFi Members and provide the customer with an appropriate resolution/offer that will retain their business. You will also utilize your customer service, product knowledge and sales skills to work with loan files that need to be restructured to meet agency guidelines and to make outbound calls to borrowers to review any needed changes.

What you’ll do: 

Retention:

• Identify sales opportunities while servicing customers in order to retain business
• Work with management to create, optimize, and evolve retention strategies to keep clients in the future
• Work closely with secondary markets to ensure minimum company profitability margins are still met while retaining existing borrowers
• Identify areas of customer improvement
• Evaluate the customer service experience
• Develop an understanding of what is needed to create a great client experience
• Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
• Evaluate program results and optimize as needed with management

Loan Restructure:

• Identify and address loan guideline fails
• Work directly with borrower and operations team to ensure the restructured loan is successfully delivered to our borrower and terms are agreed upon
• Work closely with processing, sales, and secondary to minimize customer engagement and maximize the overall customer experience with limited delays and contact
• Identify areas of customer improvement
• Optimize the customer service experience
• Develop an understanding of what is needed to create a great client experience
• Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service
• Evaluate program results and optimize as needed with management
• Improve lock-to-fund conversions by managing escalated files and bringing resolution with improved cycle times

What you’ll need:

• Bachelor’s Degree and 2 years of proven sales experience in the mortgage industry as a licensed loan officer
• NMLS licensing is required.
• Knowledge of Fannie Mae, Freddie Mac, VA and FHA Guidelines (Jumbo a plus)
• Ability to maintain a pipeline of 15-25 loans of mixed variety
• Excellent oral and written communication skills
• Works well under pressure and requires minimal supervision to perform basic job functions
• Has an eagerness to delight clients throughout the loan process
• Multiple existing state licenses are preferred but not required.  Employer will offer additional license opportunities.  Applicant must meet minimum requirements for states to include; background checks, fingerprints, and continuing education.

Nice to have:

• Knowledge of Encompass LOS and Optimal Blue
• Experience with Day One Certainty Validations, HomeReady and HomePath products