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