Centralized Lending Specialist; Mortgage Loan Officer - Plano, TX

Job Description

Bank of America Is guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in‑office culture with specific requirements for office‑based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role‑specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This role is responsible for answering inbound calls and initiating outbound calls within a call center to assist new and existing clients with determining the best solution for financing the purchase of a home, refinancing an existing mortgage, or obtaining a new home equity line of credit. It includes analyzing the client’s financial goals, determining the most optimal lending product solution, submitting the mortgage application, assisting clients with gathering supporting loan documentation, and keeping clients informed throughout the mortgage loan process.

This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

• Provides exceptional client care
• Answers inbound calls and makes outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
• Utilizes multiple technology systems to assist customers and referral partners
• Leverages defined lending processes and policies to meet guidelines and manage risks
• Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process
• Identifies opportunities through conversations with clients to recommend the bank’s products through partner referrals as part of one team that delivers exceptional client care

• Has 1+ year sales and mortgage experience
• Has a strong relationship‑deepening and client care mentality
• Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively.
• Has the ability to assess client needs and suggest/promote alternative products or services
• Has the ability to learn all platform systems utilized within the environment and/or aptitude in system technologies
• Has effective customer service skills with ability to manage the full client end‑to‑end origination experience and problem resolution at key points in lending process
• Has the ability to work under pressure during high volumes
• Has the ability to build and maintain positive rapport with service partners
• Can prioritize multiple competing tasks
• Has adaptability and is flexible to change
• Is a strong communicator, written, oral and non‑verbal
• Demonstrates solid sales production over a sustained time frame
• Can be flexible to work weekends and/or extended hours as needed.
• Communicates professionally, effectively and confidently and is comfortable engaging all clients over the phone.
• Has the ability to handle multiple lines of business and models to support changing business needs
• Independently works with other business partners to expedite post‑sale issues or problem resolution
• Has the ability to effectively balance performance, operational risk, and client…