Description

As a part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! As the Home Equity Processor II, you will receive and evaluate documentation for loan applications and interact with customers to ensure necessary information is obtained, complete and accurate. Additionally, you will complete reviews within department standards, enter clear, concise comments, edit information and document application status on appropriate loan systems. Furthermore, it is expected that you will communicate professionally in oral and written format with internal and external customers regarding status requests, missing information, explanation of required documentation and/or closing information. In addition to utilizing professional oral and written skills, you should meet department productivity and quality standards within department turn time standards, and apply bank, state and federal regulations to ensure compliance (Fair Lending, Reg B, etc.). Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

Acting as the primary point of contact for customers via the phone and email during the processing of their loan application, document all communication with customers, bankers, and loan officers in the loan processing systems notepad, and record all incidents of customer dissatisfaction in customer care.Enter clear, concise comments, edit information and document application status on appropriate loan systems.Review vendor reports, contact customers, loan officers and/or branches to obtain routine loan documentation.Resolve documentation issues for new loan applications.Interact with customers.Communicate effectively, professionally, and efficiently with the customers to follow the required call cadence with a customer centric mindsetMust have the ability to speak direct to customers, bankers, and loan officers to communicate how the loan process is designed, request and review the required documentation to verify income and ownership as well as to ensure the documents meet the risk and compliance requirements set forth in the bank's policies and procedures.Work with both loan officers and branch colleagues to obtain required documents from customers, order and review property titles, appraisals, flood certifications, and income documents to ensure accuracy and completeness.Make welcome calls on new files, follow the department's call cadence throughout the process to ensure customer's are communicated direct and well informed of all aspects of their line in process.Ensure that they document in the system of record their call cadence contacts, results of the contact so that they and any colleague who reviews the file is aware of the file statusProvides on the job training for newly hired processors.Apply bank, state and federal regulations to ensure compliance (Fair Lending, Reg B, etc.).Participate in daily huddles and meetings providing guidance, direction, and support providing positive reinforcement setting the tone for a positive work environment

Qualifications, Education, Certifications and/or Other Professional Credentials

High School Graduate or Equivalent Proficient PC skills2+ years of either mortgage, home equity, banking or other finance related experienceKnowledge of DTI and LTV ratios with ability to decipher loan documentation and related reports and/or websitesAbility to calculate DTI and LTV ratios for alternative borrowing scenariosAble to read and understand different types of title reports and research title issuesAble to read and explain to customers the content of appraisal reportsAble to read and understand homeowners and flood insurance documentsSolid understanding of income documentation, including complicated tax returnsAble to maintain a pipeline and meet customer touch point SLAsExperience in oral and written communication with internal and external customers

Hours & Work Schedule

Hours per Week:  403 days in office at Johnston campusWork Schedule: 8:15 - 5 pm (M-F)

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.