Call Center Consumer & Mortgage Lending Relationship Specialist

Suncoast Credit Union; Tampa (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Bonus program

401K matching

Medical coverage

Dental & Vision

Paid time off

Parental leave

Volunteer hours

Degree assistance

Job summary

Suncoast Credit Union is seeking a MCC Consumer & Mortgage Lending Specialist in Tampa, FL. This role delivers outstanding member service via telephone, provides financial solutions and counseling, and cross-sells Credit Union products in line with lending policies.

Training will precede full-time scheduling, with after-training hours directed by operations needs. The position emphasizes accurate processing, regulatory compliance, and mentoring peers, while supporting Suncoast’s cultural beliefs

Qualifications

• Excellent time management skills with regard to loan volume and call volume.
• Excellent verbal and written communication skills and interpersonal skills.
• Excellent knowledge and understanding of Credit Union products, services, policies, and procedures.
• Strong knowledge of regulatory compliance necessary to successfully perform job responsibilities.

Responsibilities

• Greets members courteously over the phone with prompt, accurate service.
• Verifies member identity to protect confidentiality.
• Manages call volume with strong time management.
• Minimizes hold times and meets adherence standards.
• Interviews members to gather info for consumer and mortgage loan applications.
• Processes consumer and mortgage loan requests accurately.
• Explains loan terms, fees, and disclosures clearly.
• Mentors other advocates in the department.
• Keeps up with policy and regulatory requirements.
• Handles mortgage account requests and corrections.

Skills

Time management

Communication skills

Interpersonal skills

Knowledge of Credit Union products

Regulatory compliance knowledge

Education

High school diploma or equivalent

Job description

Overview

Position Type: Full Time

Training Schedule: MON - FRI 8:00 AM - 5:00 PM

Schedule after Training

• Monday, Wednesday, Thursday, Friday:9:00 AM – 7:00 PM, Saturday:8:00 AM – 12:00 PM, Tuesday:Off


• Monday, Wednesday, Thursday:9:30 AM – 7:30 PM, Friday: 9:30 AM – 6:30 PM, Saturday:8:00 AM – 1:00 PM, Tuesday:Off


• Monday, Tuesday, Thursday:9:30 AM – 7:30 PM, Friday: 9:30 AM – 6:30 PM, Saturday:8:00 AM – 1:00 PM, Wednesday:Off

The MCC Consumer & Mortgage Lending Specialist plays a vital part in providing outstanding member service in accordance with Suncoast Credit Union standards. Provides financial solutions and counseling for Credit Union members and prospective members via the telephone in a timely, accurate, professional, and courteous manner, and respects the confidentiality of members. Presents and explains to members and prospective members the lending products and services provided by the Credit Union and its affiliates. Assists members in meeting their financial needs by initiating consumer and mortgage loan applications in compliance with the Credit Union’s lending policies and procedures. Also answers member loan inquiries regarding new and existing consumer and mortgage loans. Actively cross-sells Credit Union products and services

Responsibilities

• Greets members in a courteous, professional, and timely manner, providing prompt, accurate, and excellent member experience over the phone.


• Performs member verification to protect the members’ confidential information


• Demonstrates good time management skills with regard to calls waiting and loan volume.


• Minimizes hold times and consistently meets adherence standards both daily and monthly.


• Interviews members over the phone to gather information necessary to accurately complete consumer and mortgage loan applications.


• Inputs and processes all consumer and mortgage loan requests efficiently and free from errors.


• Able to provide clear and detailed answers regarding consumer and mortgage lending questions and the loan process.


• Able to determine and explain appropriate products to best meet the member’s needs.


• Understand and articulate loan terms, fees and disclosures to members on consumer and mortgage products.


• Meets monthly personal and organizational goals.


• Ability to calculate and explain complex lending ratios related to consumer and mortgage loans.


• Ability to assess loan applications for possible cross-sells opportunities.


• Grants loan decisions as lending authority allows.


• Prepare and mail Regulation B letters advising members of additional information needed on home equity loans.


• Supporting and demonstrating Suncoast’s Cultural Beliefs.


• Strong knowledge of consumer/mortgage loan policies, procedures & regulatory requirements.


• Takes on the role of mentor to other advocates within department, assisting with skill development and increasing knowledge in products and services.


• Follows proper procedures and policies.


• Process member requests on their mortgage loan accounts, including but not limited to, payments, pay off quotes, re-amortizations, rate reductions, waiving escrows, preparation of amortization schedules, records research and payment corrections.


• Assist member's problem solve and finds ways to save on their current mortgage payments.


• Must be able to educate member's on complex subjects such as simple daily interest and how interest is applied to their mortgage, how payments are calculated.


• Escrow Analysis: explain Tax and Insurance Account Disclosure Statement to members, which can include surplus, shortages and deficiencies and review annual changes to the member's escrow account.


• Responsible for submitting request for subordinations, partial releases, co-borrower release and mortgage modification requests.


• Able to handle complex calls and diffuse escalated member issues on both Consumer/Mortgage


• Serving the community and actively participating in area events while representing the Credit Union

Qualifications

• High school diploma or equivalent.


• 2 or more years' experience in a financial institution or contact center preferred.


• Excellent time management skills with regard to loan volume and call volume.


• Must have or be working toward Senior Loan Advocate Lending Authority.


• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines. Accurate, detail-oriented, and organized. Able to independently resolve non-routine problems and situations that require analysis to understand.


• Excellent knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.


• Excellent knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.


• Excellent knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.


• Excellent verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to explain practices, procedures, and policies to reach agreement with others.


• Works under limited supervision for routine situations.

Safe Act Statement

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS). The employee will obtain a unique identifier from the registry before engaging in mortgage loan originator activities. The employee must maintain and renew the registration annually, provide updated registration information with the registry on a timely basis, and provide a unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts


• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage


• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO


• Community Involvement: Paid Volunteer Hours


• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/