Customer Service Mortgage Banking Specialist

Eastern Bank; Wakefield (MA); On-site; USD 40,000 - 70,000; Full time

Benefits offered by this job

Robust benefits package

Retirement package

Job summary

A regional bank in Wakefield, Massachusetts is seeking a Mortgage Banking Specialist. This role involves responding to residential mortgage inquiries, providing financial analysis, and managing referrals. The ideal candidate has 1-3 years of banking experience, strong sales and customer service skills, and should be familiar with mortgage regulations. The position offers a supportive environment with opportunities for professional development and cross-selling bank products.

Qualifications

• 1-3 years of banking experience in a call center environment.
• Strong knowledge of mortgage sales regulatory environment.
• Ability to handle customer complaints independently.

Responsibilities

• Answer inquiries accurately regarding bank products and services.
• Provide financial analysis to direct borrowers.
• Manage and report on pending mortgage referrals.
• Cross-sell bank products to customers.

Skills

Strong sales skills

Customer service skills

Communication skills

Self-motivated

Education

Associate’s degree or equivalent experience

Tools

Excel

Word

Metavante

Access

Job description

The posted salary range reflects Eastern’s expected hiring range. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.

The CSC Mortgage Banking Specialist serves as first line of response for all incoming residential mortgage calls through the Customer Service Center and specific designated branches.

Responsibilities Include:

• Accurately and expediently answer inquiries from customers on all types of new and existing products and services by drawing on a detailed knowledge base of bank products, services, policies and procedures.
• Provide quick financial analysis in order to direct borrowers toward appropriate product.
• Gather borrowers information needed to forward quality residential mortgage referrals; conducting telephone interviews professionally ensuring accuracy of all information.
• Use assigned databases and or applications run daily reports and manage pending referral calls.
• Call back all pending mortgage referral business in a timely manner according to set timelines.
• Upon request, make outgoing sales calls to existing and or new customer prospects to increase mortgage referral business.
• Provides information on establishing new products or services with the emphasis on residential mortgage products, which requires a thorough understanding of what the Bank offers and how it may differ from our competitors.
• Cross-sells these bank products and services to inbound customers by educating them about possible new ways of benefiting from the Bank’s products and services.
• Provide high level feedback to management on any ongoing mortgage products and services issues.
• Provide ideas on how to improve and enhance the current product offerings.
• Handles basic customer complaints and problems without assistance by making independent decisions, which utilize customer satisfaction standards while adhering to requirements that minimize risk to the Bank.
• Provide information on ongoing mortgage applications to internal customers, providing insight as to the status of the loan whenever possible.

Qualifications:

• Associate’s degree or related knowledge/skills base gained through experience preferred
• 1 -3 years of banking experience in a call center environment
• Strong sales and customer service skills and experience.
• Strong knowledge of mortgage sales regulatory environment.
• Ensures effective communication with the customer by utilizing superior verbal skills.
• Projects a customer friendly image over the telephone.
• Must be self motivated.
• Thorough knowledge of Metavante, Access, EXCEL, Word and ECM a definite plus.

Eastern Bank is an equal opportunity employer. All job applicants will be considered for employment without regard to race, color, religious creed, national origin, sex, sexual orientation, gender identity, genetic information, military service, age, ancestry, or disability.