Home Equity Lending Specialist - Charlotte, NC

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

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’s physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role‑specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for working in a national inbound contact center and providing comprehensive home equity lending guidance and solutions to prospective borrowers. Key responsibilities include taking client calls to uncover their life priorities, financing objectives, and home equity lending needs, and structuring home equity loan solutions by leveraging defined processes and tools. Job expectations include connecting with clients to execute consistent follow‑up routines and partnering with key functions to proactively manage priority milestones. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

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 Home Mortgage Disclosure Act (HMDA) requirements

Required 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

Desired Qualifications:

• 1+ years of sales experience
• Thorough knowledge of mortgage products and programs
• Experience analyzing complex financial and credit data used to advise clients of product/pricing policies and guidelines, as well as gathering any required information or documentation
• Knowledge of processing, underwriting, and closing procedures, and federal lending regulations governing real estate lending
• Strong consultative skills including the ability to ask critical questions to identify opportunities We’re a culture that
• Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals
• Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world
• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
• Is committed to advancing our tools, technology, and ways of working. We always put our clients first to meet their evolving needs
• Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

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

Minimum Education Requirement:

High School Diploma / GED / Secondary School or equivalent

For Internal Employees

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week:

40