Home Equity Lending Advisor - Impactful Client Solutions

ghr; Chandler (AZ); On-site; USD 42,000 - 65,000; Full time

Job summary

Bank of America in the United States is seeking an inbound contact center professional to provide comprehensive home equity lending guidance and structure loan solutions using defined processes and tools.

This role emphasizes client-centered service, strong communication, regulatory compliance, and collaboration with home lending partners to manage milestones and ensure timely follow-up with clients.

Qualifications

• 1+ year of customer facing and/or customer contact center experience.
• Has a strong relationship-deepening and client care mentality.
• Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively.
• Has an ability to assess client needs and recommend products or services.
• Has an ability to learn all platform systems utilized within the environment and/or aptitude in system technologies.
• Has an ability to work under pressure during high volume periods.
• Has an ability to build and maintain positive rapport with service partners.
• Can prioritize competing tasks.
• Has adaptability and is flexible to change.
• Is a strong communicator, written, oral and non-verbal
• Can be flexible to work weekends and/or extended hours as needed
• Communicates professionally, effectively and confidently and is comfortable engaging clients over the phone
• Has an ability to handle multiple business models to support changing business needs
• Works effectively with business partners to expedite post-sale issues or problem resolution
• Has the ability to effectively balance performance, operational risk, and client relationship care
• Demonstrates a commitment to professional ethic and is thorough and thoughtful in incorporating relevant regulatory due diligence as well as complying with all Federal and State Compliance policies

Responsibilities

• Provides end-to-end comprehensive lending guidance and solutions to prospective borrowers by uncovering their life priorities and determining client financing objectives
• Answers inbound calls and make outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
• Works with clients and business partners throughout the loan process to ensure consistent client communication and follow ups are conducted
• Partners with key functions across home lending to proactively manage priority milestones within the loan process
• Maintains and applies knowledge of home equity lending policies, procedures and regulatory requirements, changing market conditions, and business trends to prospective and existing bank clients when providing sales and service solutions
• Recommends additional bank products based on client’s needs through partner referrals
• Demonstrates a commitment to professional ethics, conforms to all Federal and State compliance policies, and adheres to HMDA requirements

Skills

Attention to Detail

Client Solutions Advisory

Customer and Client Focus

Oral Communications

Written Communications

Client Management

Loan Structuring

Pipeline Management

Problem Solving

Collaboration

Credit Documentation Requirements

Critical Thinking

Referral Identification

Referral Management

Education

High School Diploma / GED

Job description

Bank of America in the United States is seeking an inbound contact center professional to provide comprehensive home equity lending guidance and structure loan solutions using defined processes and tools.

This role emphasizes client-centered service, strong communication, regulatory compliance, and collaboration with home lending partners to manage milestones and ensure timely follow-up with clients.