Client Service Representative

Pay or shift range: $25 USD to $33.17 USD. The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job‑related reasons.

Founded in 2000, Plaza Home Mortgage, Inc. is a privately owned, full‑service national lender, offering Wholesale, Correspondent, Renovation and Reverse residential mortgages. Headquartered in San Diego, California, Plaza employs a network of sales associates to serve its clients nationwide. Plaza is dedicated to building quality, long‑term relationships with its mortgage broker and correspondent clients by offering comprehensive programs and exceptional customer experience.

This position is responsible for handling a variety of complex customer and operational transactions requiring a high degree of flexibility and time management skills. Assists Account Executives (AEs) and operational staff with file flow, priority, and status calls to brokers. Works closely with customers in order to get loans cleared‑to‑close within expected turn‑times.

Responsibilities and Duties

• Manage loan pipelines and provide client support to get loans cleared‑to‑close (CTC) within expected turn‑times
• Work directly with clients to provide training and daily support for loan delivery
• Primary contact for Brokers, Correspondents, and Account Executives (AEs)
• Engage in verbal and written communication with AEs and Brokers
• Help with processing of more complex loan approvals
• Assist with rates and lock extensions
• Index and review trailing documents (conditions) for completeness, and update LOS systems accordingly
• Ensure 4506T transcripts are ordered as required
• Look over conditions to task and assign the file to Junior or Senior Underwriter for condition review
• Request additional items from Brokers at the request of AEs, Underwriters or Closers. May sign off on non‑UTR conditions within Client Service Representative authority
• Handle customer and AE status inquiries
• Run flood certification and update information in the system
• Assist customers with system support (e.g., Broker Portal)
• Verify that fee sheets and Doc Orders are in the file for closing
• Review hazard insurance for correct mortgagee clause, loan #, address, borrower and sufficient coverage
• Review all title docs for accuracy, submit for agent approval when needed
• Index unfiled documents prior to the loan being CTC
• Review documents and conditions submitted electronically and notify appropriate parties
• Task file to Underwriter when needed
• Update system notes with relevant information or comments about the transaction
• Complete checklists or worksheets as required
• Send status updates to AEs and customers via email, task, or other communication
• Pull daily pipeline report in conjunction with the following activities: monitor aged files, follow‑up on conditions and rate lock expirations
• Call Brokers when expiration dates are pending, if asked
• Assist Branch Operations with suspended pipeline report to ensure loans do not exceed 30 days without a credit decision
• Assign loans that are aged for cancellation or denial
• Follow up on suspense conditions
• Assist AEs and Operations staff with file flow and priority and status calls to Brokers
• Work closely with customers in order to get loans cleared‑to‑close within expected turn‑times
• Other duties as assigned

Qualifications

• Fundamental understanding of loan program products, services, and policies
• Demonstrated skill in monitoring and overseeing loan production pipeline
• Excellent written, verbal, and interpersonal communication skills
• Strong attention to detail and ability to efficiently and consistently produce accurate work
• Solid organizational and problem‑solving skills
• Capability of multi‑tasking in fast‑paced environment with heavy volume of transactions
• Proven aptitude to work in both a team and individual environment
• Sound judgment skills essential to making quick decisions within written policy and standard operating procedures
• Flexibility and time management skills
• High school diploma or equivalent required; college degree preferred
• Knowledge of mortgage banking industry
• Experience with Loan Origination Systems (LOS)…