Mortgage Client Services Pro – Wholesale Lending

West Town Payments, LLC.; Lansing (MI); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical Benefits

Dental

Vision

401(K) Employee Stock Ownership Plan

Paid vacation & sick time

Flexible scheduling

Employee Assistance Program

Dart Bank University

Job summary

Dart Bank is seeking an experienced Client Services Specialist for our Mortgage Division in Lansing, MI. You will manage client inquiries, guide borrowers through the loan process, and provide support on the customer portal and AUS requests.

You will need 2+ years in mortgage operations, proficiency with Encompass and TPO Connect, and strong written and verbal communication. Join us to help our customers navigate complex loans with accuracy and care.

Qualifications

• College degree or equivalent experience.
• 2+ years of mortgage operations experience.
• Proficiency with mortgage loan process and programs.
• Experience with Encompass and TPO Connect preferred.

Responsibilities

• Manage client inquiries via phone, email, or online.
• Assist clients with navigating the loan process at Dart Bank, including the customer portal.
• Assist clients with running AUS, ordering services, loan status, and answering questions on outstanding conditions on the loan.
• Follow appropriate escalation paths to resolve issues or complaints.
• Maintains a working knowledge of underwriting, program guidelines, and regulatory compliance.
• Reviews customer communications prior to distribution and stays current on all external customer and internal team communications as appropriate.
• Complete service order requests as needed upon client inquiry.
• Excellent verbal and written communication skills with the ability to handle delicate situations with diplomacy and tact.
• Report any high priority or recurring issues to the Client Services Manager for resolution.
• Actively participate and advocate the bank’s training and development programs and commitment to learning.
• Responsible for following company policies and procedures as directed.
• Be relentlessly resourceful in finding answers and assist in creation of trainings, manuals and job aids as needed.
• Willing and able to assist mortgage teams with questions and training as needed.
• Maintain strong positive communication with all departments to develop cohesive working relationships.
• Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.
• All other duties as assigned.

Skills

Consistency

Time Management

Customer Service

Communication

External Contacts

Sales Partnerships

Education

College degree or equivalent

Tools

Encompass

TPO Connect

Job description

Dart Bank is seeking an experienced Client Services Specialist for our Mortgage Division in Lansing, MI. You will manage client inquiries, guide borrowers through the loan process, and provide support on the customer portal and AUS requests.

You will need 2+ years in mortgage operations, proficiency with Encompass and TPO Connect, and strong written and verbal communication. Join us to help our customers navigate complex loans with accuracy and care.