HM Consumer Direct Loan Officer Asst

Description

The Sales Assistant plays a critical role in supporting the mortgage sales team by managing key tasks that enhance efficiency, loan quality, and customer experience. This role is responsible for guiding new applications through the early stages of the mortgage process, ensuring loans meet quality standards, collecting required fees, ordering third‑party services, obtaining required customer documents, and addressing customer questions or objections with professionalism.

You will collaborate closely with loan officers, managers, and operational partners to ensure applications move seamlessly from initial intake into the operations pipeline. In addition to customer‑facing responsibilities, the Sales Assistant provides essential administrative support, including handling time‑sensitive tasks for management. As new processes and policies are introduced across the division, this role evaluates requirements and determines appropriate implementation steps for the sales team.

• Review new loan applications for completeness and quality, ensuring they meet divisional and regulatory standards.
• Contact customers to collect appraisal fees and outstanding documentation.
• Submit third‑party service orders promptly and accurately.
• Address general customer objections and provide clear, accurate responses to basic mortgage‑related questions.
• Facilitate smooth transition of loans from application to operations for fulfillment.
• Manage various administrative and support tasks for sales managers, often with tight deadlines.
• Monitor new policies and procedural updates across the division and help determine implementation best practices for the sales team.
• Maintain detailed records, follow established workflows, and contribute to continuous process improvement.
• Support team productivity by ensuring efficient handling of daily tasks and workload distribution.

• BA/BS degree preferred.
• Minimum 1 year of sales experience, preferably within financial services or mortgage lending.
• Experience in a call center or high‑volume customer support environment is preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Ability to work independently while contributing effectively to a team environment.
• Demonstrated ability to meet deadlines and deliver results.
• Proficiency in MS Office and general PC skills.
• Must meet and maintain all requirements outlined in the SAFE Act, including successful background checks and obtaining an NMLS Unique Identifier.

Hours per Week: 40

Schedule:

Monday-Friday

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.