Home Equity Lending Advisor—Client Solutions

ghr; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Bank of America is seeking a Mortgage Call Center Specialist to provide comprehensive home equity lending guidance in a national inbound contact center. The role focuses on uncovering client priorities, advising on loan options, and guiding borrowers through the loan process with strong compliance and customer service.

The position requires flexibility to work weekends and extended hours as needed, with in-office collaboration as part of a distributed team.

Qualifications

• 1+ year of customer facing and/or contact center experience.
• Strong relationship-building and client care mentality.
• Active listening to determine client needs and goals.
• Ability to assess client needs and recommend products or services.
• Ability to learn all platform systems used in the environment.

Responsibilities

• Provide end-to-end lending guidance and solutions to prospective borrowers.
• Answer inbound calls and make outbound calls to uncover lending needs.
• Maintain client communication and follow-ups throughout the loan process.
• Collaborate with home lending functions to manage loan milestones.
• Maintain knowledge of lending policies, regulatory requirements, and market trends.
• Suggest additional bank products through referrals and ensure compliance with HMDA.

Skills

Customer Service

Active Listening

Communication

Problem Solving

Time Management

Team Collaboration

Sales Orientation

Education

High School Diploma

Job description

Bank of America is seeking a Mortgage Call Center Specialist to provide comprehensive home equity lending guidance in a national inbound contact center. The role focuses on uncovering client priorities, advising on loan options, and guiding borrowers through the loan process with strong compliance and customer service.

The position requires flexibility to work weekends and extended hours as needed, with in-office collaboration as part of a distributed team.