Mortgage Bank On-Site Representative for a Closing Company
Summary of Position
The On Site Representative works directly with the Management Team and Client teams and is responsible for managing client satisfaction while on site in the Client's office. The On Site Representative will act as liaison between the Client, Closing Management Team and Closing Services teams. The On Site Representative is responsible for ensuring that the Client's closing teams' performance meets or exceeds the expectation of the Client and works in conjunction with the VP, Client Relations to establish criteria for exceeding expectations. The On Site Representative is the primary contact person responsible for on-site interaction with Client teams and addressing presented issues and concerns. The incumbent is accountable for monitoring the Client's teams' satisfaction and tracking issues through resolution. In addition, the On Site Representative may also be called upon to participate in the daily operations of the Closing Services Department including, but not limited to Title Clearance, HUD Preparation, and Reject Resolution.
The On Site Representative keeps lines of communication open with the Client and interacts with Client team members over the phone, in person or via email. The incumbent is tasked with listening to and dealing with complaints, answering questions, introducing new products and services and providing advice. The On Site Representative must be well trained on the procedures and rules of his organization as well as knowledgeable about the products and services offered. The On Site Representative solves problems, may make routine decisions and complete low-key sales tasks, such as securing orders from current Clients and providing computer/technical support.
The On Site Representative should have excellent written and verbal communication, organizational and planning skills, time-management and technology skills and relevant expertise in the area or field of representation.
The incumbent will be expected to:
Understand both Mortgage Connect's and Client's production/reporting technology in order to properly address issues and recommend process enhancements as needed;
Address client complaints promptly and escalate complex issues to appropriate Closing Services team member or management team for timely resolution;
Respond to client inquiries about products, services, rates, and other information in a timely and accurate manner;
Answer large volumes of Client inquiries/calls efficiently;
Understand Client needs and recommend appropriate services;
Process daily Client requests according to company policies and procedures;
Work in compliance with federal, state and local laws;
Provide Client services within requested timelines;
Inform any service issues and delays in advance to Client;
Generate Client service reports for Closing Services Management Team;
Follow standard operating procedures for Client support operations;
Participate in client development and retention programs for business growth.
Duties & Responsibilities
Communicating with the Client regarding Mortgage Connect work processes
Providing one-on-one training to the Client team members
Reviewing Client production reports to ensure superior Client Service performance
Identifying new processes to improve client closing team performance
Documenting all Client issues, noting actions taken for resolution
Identifying areas of improvements and concerns for Closing Services Management Team;
Developing new strategies to improve Client service quality;
Suggesting training classes for Closing Services teams to address Client issues
Addressing Client issues and suggest remediation to avoid reoccurrence
Attending conference calls and marketing visits and coordinate items to be addressed with the client
Reviewing client surveys and providing reports/data to the client as needed via Mortgage Connect Management approved format
Assisting in the following as needed:
Facilitate training sessions
Participate in Strategic Planning Initiatives
Counsel vendors per occurrence
Provide marketing assistance
Maintaining interdepartmental relationships
Participating in daily operations including, but not limited to, title clearance, HUD preparation, and reject resolution
The On Site Representative is responsible for weekly submission of the following Reports:
Client Issue Log
On Site Representative Report
The On Site Representative is responsible for monthly submission of the following Reports:
Monthly On Site Representative Report
Detailed Expense Report
The On Site Representative is responsible for regular review of the following Reports, in conjunction with Dashboard:
Review Daily:
Daily Orders Log
Closing WIP
Title Clearance WIP
Client Disbursed Orders
Daily Scheduling Report
Disbursement Report
HUD Turntime
Title Clearance Files Untouched
Review Weekly:
Closing WIP - exception basis
M-T-D Report
Past Due Disbursement Report - as needed / client specific
Ready To Schedule
Title Clearance Outstanding Subs
Title Clearance WIP (also Payoff & Tax WIP's as required) - exception basis
Review Bi-Weekly:
Detailed Reject WIP (Policies/Mortgages) - exception basis
Disbursed Not Issued
Disbursement WIP
Files Disbursed/Not Recorded WIP
Files Sent to Policy
Review Monthly:
Cancellation Report
Client Pipeline
Client SLA Reports
Title Clearance/Risk Sign-Offs: (the incumbent is authorized to sign-off on the following items)
Disbursement of Non-Owner Occupied
Disbursement with shortage from lender of $500.00 or less, with statement in writing that client will wire funds
Paid in Full Letters
Survey, Trusts, Deeds, Divorce and Bankruptcies
Minimum Qualifications
High school diploma, bachelor's degree in business, finance, or related area preferred.
Five (5) years' experience in title or mortgage banking industry or related area.
Strong verbal and excellent written communication skills.
Ability to analyze complex concepts and describe them thoroughly and precisely.
Demonstrated skills in sales motivation and organization.Estimated Salary: $20 to $28 per hour based on qualifications.
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