Support the mortgage advisor lifecycle by managing key client communications, system enhancements, and process improvements to ensure seamless service delivery.
Responsibilities and Duties:
Mortgage Advisor Lifecycle Support
o For newly onboarded MAs, input all required data into the master spreadsheet and notify leadership when CSM assignment is needed.
o For terminated MAs, update termination dates, remove access from dashboards, and ensure records are fully reconciled.
Loan & Investor Operations
o Identify all brokered loans and confirm correct investor setup in TM.
o Gather first payment letters and distribute them to the appropriate CSMs and loan teams.
o Prepare, validate, and send transfer letters with accurate loan and servicer information.
Client Servicing & Inbox Management
o Monitor CSM email inboxes for recurring servicing inquiries (e.g., payment setup issues).
o Respond on behalf of the CSM using previously sent documentation, reducing duplicate client outreach and improving response times.
o Escalate only non-standard or unresolved servicing issues to the appropriate CSM.
Email Communications & Launch Support
o Send client-facing and internal emails on behalf of CSMs, ensuring accuracy, consistency, and timeliness.
o Manage and distribute launch call emails for each team, including servicer-specific loan numbers.
o Operate directly within CSM email accounts so CSMs can remain client-facing and focused on live calls.
Text Messaging Support
o Send client text messages on behalf of CSMs using the Spoke phone system.
o Ensure correct Mortgage Advisor alignment, time-zone awareness, approved messaging templates, and brand-compliant formatting.
Process Improvement & Future-State Readiness
o Support ongoing process improvements and system enhancements, including transition of manual tasks as Gallus functionality is expanded.
o Identify repetitive inquiries or inefficiencies and flag opportunities for automation or documentation improvements.
Qualifications and Skills:
o Strong attention to detail, organizational and communication skills.
o Strong analytical, judgement and managerial skills
o Excellent verbal and written communication
o Demonstrated ability to adapt to a rapidly changing federal and state regulatory environment.
o Ability to prioritize and meet deadlines.
o Strong interpersonal and teamwork skills and ability to influence through collaboration.
o Self-motivated, with a high level of personal energy and commitment.
o Minimum requirement includes a high school diploma or equivalent; additional coursework in finance or a related field is advantageous.
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