Customer Advocate Assumptions

Freedom Mortgage

Moorestown, New Jersey, United States of America

Operations

Full time

Remote

The Customer Advocate, Assumptions is responsible for processing loan applications in compliance with mortgage lending and applicable investor guidelines. Performs duties such as analyzing the loan application, assessing creditworthiness and the likelihood that a loan applicant will be able to repay the debt, analyzing the AUS/Guidelines as they pertain to the loan product and sales structure, reviewing title commitments as well as obtaining and reviewing required documentation to meet Underwriting requirements.

Responsible for monitoring the loan process and managing the proper expectations with all applicable parties including the assuming customer, existing Freedom Mortgage Customer, realtors and title companies through closing. The Customer Advocate works on a blend of all products based on pipeline management ability.

• Excellent Customer Service. The Customer Advocate is the primary customer contact, and may act as liaison between the borrower, underwriter and loan advisor. The Customer Advocate is required to provide periodic status updates, and timely return all incoming inquiry calls. The Customer Advocate is responsible for noting all communication and statuses in the Loan Operating System.
• The Customer Advocate will contact the borrower(s) for all outstanding documents needed including but not limited to the items on the Underwriting Terms and Conditions sheet.
• Validates the 1003 loan application for completion and accuracy and confirms information entered in Loan Origination System matches.
• Completes various Processing Checklists to confirm documentation requested was received and loan is ready to go back to Underwriting for final approval.
• Escalates loans through proper channels if a loan no longer qualifies or a restructure is needed.
• Requests, follows up and obtains items from 3rd parties as needed. Examples include but are not limited to: hazard insurance, flood insurance, payoffs, verification of employment, etc.
• Responsible for running AUS engine (DU/LP) to confirm a loan is successfully scoring and qualifies for selected product. Will also run compliance engines to make sure loans are in compliance at time of submission.
• Submit for review when Title, Credit, Verifications and borrower documents are in.
• Provides quality loan processing, reviewing files for adherence to underwriting standards, and ensuring completeness prior to submission for underwriting for approval.
• Responsible for funding goals as established at the beginning of every month. Responsible for maintaining assigned pipeline and managing accordingly to meet service level agreements.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance.

Performs other related duties as assigned.

This position is an individual contributor.

• Outstanding communication and customer service skills
• Excellent attention to detail
• Ability to work in a high volume and fast paced environment
• Well versed in the mortgage process flow and established SLAs
• Highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service
• MS Office proficient

• High school diploma or general education degree (GED) required, BA Preferred
• Prior experience - 2 years as a mortgage loan processor processing full doc loans or similar position

None Required

Problems and issues faced are general, and require interpretation and some analysis of FFOC's policies and procedures to understand and resolve.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

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. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand;

walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex,…