Wholesale Lending Client Services Specialist

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

Job Details

Level: Experienced

Job Location: Mortgage Division Office - Lansing, MI 48912

Position Type: Full Time

Job Shift: Day

Work Schedule: Monday-Friday, 11:00am-8:00pm Eastern Time

Job Summary

All Dart Bank team members take 100% ownership of their positions. They are proactive, flexible, courteous, and resourceful. They have a “how can we make this work” mindset and provide the best customer service possible. They are innovative and creative in meeting the needs of their position and in offering ideas and solutions that will be of benefit. They are excellent at prioritization and organization to ensure maximum customer satisfaction. Client Services Specialists are self-sufficient, confident, and accurate decision makers. They work both independently and cohesively with others and foster a team environment. The focus of a Client Services Specialists is to ensure accurate information while providing exceptional customer service. Maintaining an attitude of approachability and willingness to assist in troubleshooting with customers and Dart Bank departments as needed. They thrive in our ever-changing environment and take great pride in contributing to Dart Bank being an industry leader.

Job Duties

• Manage client inquiries via phone, email, or online.
• Provide clients with assistance on navigating the loan process at Dart Bank, including technical assistance with the customer portal.
• Assist clients with running AUS, ordering services, providing details on 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. Never employ workarounds to procedures or policies.
• 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.

Essential Functions

• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Qualifications

Education

• College degree or equivalent experience.

Skills

• Consistency and Commitment Organization
• Ability to adapt to quick changes Time Management
• Customer Service Computer literacy
• Strong written and verbal communication skills and a positive attitude.
• Relationships with external contacts are vital, position involves extensive personal contact with outside sales partners, customer service is a top priority.
• Maintain positive relationship with sales partners (internal and Mortgage Brokers).

Experience

• 2+ years of recent mortgage operations experience in mortgage client services.
• Must be proficient with the mortgage loan process and programs.
• Experience with Encompass, TPO Connect, and in the wholesale market is preferred.

Supervised By

Wholesale Lending Client Service Manager

Supervises

None

Who We Are

Dart Bank is a community bank, serving our community since 1925. We specialize in providing financial services, but we are passionate about serving the community and building real relationships with people.Dart Bank provides innovative financial services for both personal and business banking, consumer and mortgage loans, commercial loans and lines of credit, merchant credit card processing, investment services and more. Our array of products and services and our longstanding history within our communities shows we care about what matters most for our customers and we are there for them for the most important times in their lives. Dart Bank. For What Matters Most.

We offer

• Medical Benefits
• Dental
• Vision
• 401(K) Employee Stock Ownership Plan
• Paid vacation & sick time
• Flexible scheduling
• Employee Assistance Program
• Dart Bank University

Equal Opportunity Statement and Employment Conditions

Dart Bank is committed to providing equal opportunity in employment, maintaining a diverse workforce, and prohibiting all forms of unlawful discrimination and harassment.

All employment decisions, policies, and practices, in terms of the recruitment process and other conditions and privileges of employment, will comply with applicable federal, state, and local anti-discrimination laws. The Company seeks, employs, promotes, and compensates qualified individuals based on ability, as demonstrated by performance and other legitimate non-discriminatory factors, without regard to race, color, religion, national origin, citizenship, ancestry, sex (including sexual orientation, gender expression, and gender identity), age, physical or mental disability, pregnancy, genetic information, military status, veteran status, or any other protected status under federal, state (in Michigan: marital status, familial status, height, weight, and misdemeanor arrest record), or local law (individually and collectively, “Protected Class”). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so that you can begin to resolve the issue before this employer can take any action against you, including terminating your employment. This employer can only use E-Verify once you have accepted a job offer and completed Form I-9.