Mortgage Support Specialist

Mortgage Support Specialist is responsible for providing support to our loan application process. The responsibilities of this position are to assist with the administrative, processing, rate lock functions, and pipeline management duties of an assigned mortgage sales team. At times during the loan process, the Mortgage Support Specialist may be directly communicating with the client and must be able to effectively facilitate specific process needs, including receiving information that may be a potential sales opportunity for the assigned Mortgage Loan Officer.

Tasks include but are not limited to ordering and collecting documentation required for the timely closing of loans, executing rate lock requests and changes, assessing compliance milestones and borrower qualifications. Customer service or similar experience or education is required as well as strong computer skills, time management, communication, and multitasking.

STATEMENT OF EXPECTATIONS Chickasaw Community Bank (CCB) expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance. Expectations include but are not limited to:

Adhere to the bank’s policies and support management decisions and goals in a positive, professional manner

Represent CCB with a high level of integrity and professionalism

Maintain knowledge and understanding of banking rules, regulations, laws, and all policies and procedures

Knowledge of applicable bank software, programs, and procedures

Demonstrate a willingness to adapt to changing business needs and deadlines

Possess a work ethic that includes neatness and punctuality

Exhibit a professional, business-like appearance, and demeanor

Answer all voicemails and emails within 24 hours of receipt

Confer with management concerning questions, procedures, necessary information, forms completion, and problem resolutions

Complete and attend all required CCB training

Maintain satisfactory attendance

Review new files within 48 hours

Close all loans on or before expected closing date

Keep accurate and updated notes on every loan file in our Loan Origination System ESSENTIAL FUNCTIONS Promote outstanding customer experience by exemplifying prompt follow-up and proactive internal/external customer communication, proper etiquette, and all other professional internal and external customer service qualities to build a better life for our clients

Manage the daily distribution and reassignment of mortgage leads and loan applications to MLOs ensuring timely customer contact and adherence to internal service level expectations.

Act as liaison between Mortgage Loan Officer and Mortgage Processor Review complex files; identify potential problems with loan applications and arrive at workable solutions prior to submission to Processing Monitor pipeline, including updating Mortgage Loan officers (MLOs) on pipeline status and updating borrowers and builders and realtors on status of loan and coordinate weekly pipeline compliance meetings with MLOs to review outstanding compliance conditions, file reviews, and required follow up actions.

Watch for and prevent pipeline fallout

Monitor multiple mortgage pipeline dashboards to identify loan requiring action.

Manage Lock desk and secondary market operations including but not limited to, daily morning lock report, expiring rate lock monitoring, lock change and extension requests, ICE PPE administration, margin updates and reporting, par rate reporting, monthly concession and exception reporting.

Monitor investor purchase timeline and ensure post-closing loans are delivered within required investor deadlines.

Act as the cancellation clerk by assigning cancelled files to the UW team and sending out AA letters.

Send out NOIs and conditional approval letters to borrowers.

Processes application deposit and refunds

Post-closing duties include scanning and filing closing packets, mailing notes, allonges and releases to investors, and mailing trailing documents monthly.

Coordinate marketing to buyers, sellers, realtors and builders; assist in staffing Realtor/builder open houses and trade shows

Coordinate the preparation of required loan documentation; review…