Wholesale Lending Client Services Specialist

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.

Primary Duties:

1. Manage client inquiries via phone, email, or online.

2. Provide clients with assistance on navigating the loan process at Dart Bank, including technical assistance with the customer portal.

3. Assist clients with running AUS, ordering services, providing details on loan status, and answering questions on outstanding conditions on the loan.

4. Follow appropriate escalation paths to resolve issues or complaints.

5. Maintains a working knowledge of underwriting, program guidelines, and regulatory compliance.

6. Reviews customer communications prior to distribution and stays current on all external customer and internal team communications as appropriate.

7. Complete service order requests as needed upon client inquiry.

8. Excellent verbal and written communication skills with the ability to handle delicate situations with diplomacy and tact.

9. Report any high priority or recurring issues to the Client Services Manager for resolution.

10. Actively participate and advocate the bank’s training and development programs and commitment to learning.

11. Responsible for following company policies and procedures as directed. Never employ workarounds to procedures or policies.

12. Be relentlessly resourceful in finding answers and assist in creation of trainings, manuals and job aids as needed.

13. Willing and able to assist mortgage teams with questions and training as needed.

14. Maintain strong positive communication with all departments to develop cohesive working relationships.

15. Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.

16.All other duties as assigned.

Essential Functions:

1) Use of hands or equivalent ability to complete required tasks.

2) Vision or equivalent ability to complete required tasks.

3) Strong communication skills and a positive attitude.

4) Relationships with external contacts are vital, position involves extensive personal contact with outside sales partners, customer service is a top priority.

5) Maintain positive relationship with sales partners (internal and Mortgage Brokers)—phone and email communication are required.

Skills:

Consistency and Commitment Organization

Ability to adapt to quick changes Time Management

Customer Service Computer literacy

Education/Training/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.

Minimum Education Requirement: College degree or equivalent experience.

Reports to:

Wholesale Lending Client Service Manager