Consumer Loan Origination Support Specialist

Location:

Location: Hybrid opportunity requiring a minimum of 2 days in office per week once training is completed

Hours: Monday- Friday 9am - 6pm ET

Team also rotates working 10:00am - 7:00pm pm ET about one week per month.

JOB BRIEF (PURPOSE)

In a Financial Services Contact Center environment, the CLC Sales Support Associate processes new loan applications received from the Internet channel. The CLC Sales Support Associate will work as the liaison between the client and Underwriting Department gathering information necessary for credit decisions, as well as resolving internal and external client inquiries and concerns. This is a mobile designated position and requires a minimum two days in office work per week.

ESSENTIAL JOB FUNCTIONS

• Handle inbound and outbound calls to communicate application requirements and credit decisions to clients, including approvals, declines, and counter offers.

• Manage the end-to-end processing of loan applications, ensuring all information is accurate and the workflow is efficient.

• Assist clients by resolving issues and answering questions during the application process; use problem-solving skills to offer appropriate solutions and direct clients to the correct resources for timely resolution.

• Provide expert guidance and support on escalated calls and complex client matters.

• Build and maintain strong relationships with both new and existing clients while working in a virtual environment.

• Coordinate with branch offices to schedule closing appointments and ensure both clients and branch representatives are fully informed of approval conditions for prompt closings and high client satisfaction.

• Order necessary loan closing documents in preparation for scheduled appointments.

• Always deliver exceptional client service while strictly adhering to bank policies, regulatory requirements, and internal procedures.

• Achieving individual performance goals and actively contributing to the overall success of the team.

• Maintain registration and certification with the Nationwide Mortgage Licensing System and Registry.

• Demonstrate flexibility by supporting other teams during periods of increased workload or staff absences.

MARGINAL OR PERIPHERAL FUNCTIONS

• E-mailing

• Preparing and e-mailing customer correspondence.

• Support other lines of business as back up based upon staffing needs.

REQUIRED QUALIFICATIONS

• High School Diploma

• Excellent written and oral communication skills

• Strong organizational and time management skills.

• Knowledge of Microsoft Office utilities, including Word & Excel.

PREFERRED QUALIFICATIONS

• Associate or bachelor’s Degree

• Financial Services background experience

• Knowledge of Financial Products

• Call Center and Customer Service experience

COMPETENCIES/SKILLS

• Adaptability

• Quality Orientation

• Contributing to Team Success

• Communication

• Building Customer Loyalty

• Initiating Action

• Conflict Resolution-Client

EQUIPMENT USED/PHYSICAL REQUIREMENTS

• PC (keyboard & mouse)

• Phone w/headset

TRAINING REQUIRED

• Classroom and on-the-job

• PC software training as needed

• Systems: UJET, ACAPS, CE Desktop, Oracle Banking Platform, KeyView Deluxe

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.