Home Equity Loan Processor

Summary

Accenture is a professional services company seeking a Home Equity Loan Processor to manage mortgage applications and provide customer support. The role involves reviewing and validating documentation, maintaining application pipelines, communicating loan status updates, and delivering high-quality customer service through phone, email, and voicemail interactions.

Responsibilities

• Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
• Manage a large pipeline of applications while meeting required service level agreements
• Responsible for thorough application review, collection, review and validation of all required documentation, including income calculation, following up with the customer within established timeframes and delivering a quality application to Underwriting
• Serve as a primary point of contact, providing customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement. Activities include:
• Accept incoming phone calls
• Make outbound phone calls to follow up on outstanding documents and provide updates on loan status
• Monitor and respond to incoming emails
• Monitor and respond to incoming voicemails
• Document all communication
• Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments
• Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
• Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence

Skills

• This position requires a flexible schedule, including the ability to work evenings, weekends, and overtime as needed to meet business demands
• Hours are typically 8 am - 5 pm PST or 10 am - 7 pm EST depending on your location and/or business needs
• This is a remote opportunity; must be located within 100 miles of a local Accenture office
• Must be State NMLS licensed and have passed the Uniform State Test as additional licensure will be required
• Minimum of 2 years of mortgage experience
• Minimum of 2 years of customer contact experience
• Ability to work well in a fast-paced, multi-task environment
• Self-starter that thrives in a team environment
• Strong organizational, problem solving and time management skills
• Professional communication both written and verbal
• Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States

Qualifications

Must Haves

• This position requires a flexible schedule, including the ability to work evenings, weekends, and overtime as needed to meet business demands
• Hours are typically 8 am - 5 pm PST or 10 am - 7 pm EST depending on your location and/or business needs
• This is a remote opportunity; must be located within 100 miles of a local Accenture office
• Must be State NMLS licensed and have passed the Uniform State Test as additional licensure will be required
• Minimum of 2 years of mortgage experience
• Minimum of 2 years of customer contact experience
• Ability to work well in a fast-paced, multi-task environment
• Self-starter that thrives in a team environment
• Strong organizational, problem solving and time management skills
• Professional communication both written and verbal
• Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Life coverage
• Long-term disability coverage
• A 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off
• Remote opportunity