PAL Specialist

Position: Pre- Approval Specialist (PAL Specialist)

The Pre- Approval Specialist (PAL Specialist) works with the Inside Loan Agent Division and assists licensed Purchase Loan Officers by communicating with customers regarding initial interest in obtaining a pre-approval or new home mortgage loan. By both gathering information from the customer and providing information to the Loan Officer as it relates the customer’s specific needs for and interests in a mortgage loan, the PAL Specialist gains knowledge of and experience in the loan origination process. Successful PAL Specialists effectively communicate with the customers and Loan Officers through email, telephone, text/SMS, and provide a high level of customer service to all parties involved with the interaction in order to create an exceptional customer experience.

Responsibilities

• Assist customers and licensed Purchase Loan Officers with gathering loan information and documentation to provide the customer with an underwritten pre-approval
• Engage in conversation and establish rapport with customers via email and telephone communication.
• Educate both customers and Purchase Loan Officers about next steps for a customer’s pre-approval.
• Follow up with Purchase Loan Officers and customers regarding conditional items needed in addition to the loan application in order to complete the loan pre-approval process.
• Set realistic expectations for both Purchase Loan Officers and customers in order to maximize customer satisfaction.
• Input data into computer system as it relates to information gathered for the mortgage loan.
• Disposition customer files appropriately depending on the interest and ability of customers to proceed with the pre-approval process.
• Follow up and communicate with customers that were previously pre-approved (PAL Incubation) to determine if any further assistance is needed.
• Assist customers with completing the eConsent and eSign process.
• Assist customers with reviewing their credit report to determine if the customer can proceed with the loan qualification process with a licensed Loan Officer or be referred to a credit repair institution.

Qualifications

• Previous or current call center or inside customer service or sales experience.
• Ability to demonstrate proficiency communicating with customers over the phone and via email.
• Knowledge of the mortgage loan refinance or home buying process.
• Proven experience bring outgoing, energetic, hardworking and willing to learn.
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook.
• Passionate about helping customers achieve financial goals.

Desired Education/Experience

• 2 or more years of office or inside customer service / call center experience preferred.
• 1 or more years of experience working in the mortgage or real estate industry preferred.
• 2 or more years of customer service and/or sales experience preferred.
• High School Diploma or equivalent; some college preferred.
• Must have passed NMLS exam

Other Duties

This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.