Mortgage Lending Specialist: Client-Centric Advisor

ghr; Charlotte (NC); On-site; USD 50,000 - 70,000; Full time

Job summary

Bank of America in Charlotte, NC is seeking a Mortgage Call Center Specialist to guide clients through financing options, including home purchases, refinances, and HELOCs. This role emphasizes exceptional client care within a fast-paced lending environment.

You will answer inbound calls, initiate outbound outreach, gather documents, and explain mortgage products while ensuring compliance with SAFE Act and bank policies. Team collaboration and professional communication are essential.

Qualifications

• 1+ year sales and/or mortgage experience
• Strong relationship-deepening and client care mentality
• Active listening to determine needs and goals and desire to interact with clients proactively
• Ability to assess client needs and suggest/promote alternative products or services
• Ability to learn all platform systems utilized within the environment
• Effective customer service skills with ability to manage the full client end-to-end origination experience and problem resolution at key points in lending process
• Ability to work under pressure during high volumes
• Ability to build and maintain positive rapport with service partners
• Prioritize multiple competing tasks
• Adaptable and flexible to change
• Strong communicator, written, oral and non-verbal
• Willing to work weekends and/or extended hours as needed
• Professional communication over the phone
• Ability to balance performance, operational risk, and client relationship care

Responsibilities

• Provides exceptional client care
• 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
• Utilizes multiple technology systems to assist customers and referral partners
• Leverages defined lending processes and policies to meet guidelines and manage risks
• Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process
• Identifies opportunities through conversations with clients to recommend the bank's products through partner referrals as part of one team that delivers exceptional client care

Skills

Attention to Detail

Client Solutions

Customer Focus

Oral Communications

Written Communications

Client Management

Loan Structuring

Pipeline Management

Problem Solving

Collaboration

Credit Documentation

Critical Thinking

Referral Identification

Referral Management

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America in Charlotte, NC is seeking a Mortgage Call Center Specialist to guide clients through financing options, including home purchases, refinances, and HELOCs. This role emphasizes exceptional client care within a fast-paced lending environment.

You will answer inbound calls, initiate outbound outreach, gather documents, and explain mortgage products while ensuring compliance with SAFE Act and bank policies. Team collaboration and professional communication are essential.