What You'll Be Doing:

• Responds to internal and external inquiries as outlined in the department’s policies and procedures.
• Resolves file issues with the appropriate area, i.e., underwriting, compliance, or other business partners.
• Responds to questions regarding all phases of the Correspondent loan process.
• Provides exceptional customer service to internal and external clients.
• Effectively manages the pipeline for assigned region, ensuring that all daily tasks are completed prior to leaving each day.
• Asks the right questions to identify potential issues for the Correspondent; uses intuition and familiarity with the loan process to provide proactive solutions.
• Provides training and support for file delivery.
• Conducts new client onboarding calls and assists new clients as they begin delivering loans to Plaza Home Mortgage.
• Assists with additional duties such as assigned reporting and other tasks to support the department.
• Provides support to other regions and departments, as needed.
• Accompanies the assigned Account Executive (AE) on client visits, as needed.

What You'll Bring to the Table:

• High school degree or equivalent is required
• Prior Customer Service experience is preferred
• Prior experience in Correspondent lending or Secondary Marketing is preferred
• Preferably located in the western region
• Working knowledge of all aspects of loan processing and a high school degree or equivalent; previous Correspondent lending experience preferred
• Excellent oral and written communication skills; exceptional attention to detail with the ability to consistently produce accurate work, the ability to manage time, multi-task, and prioritize work in a high paced environment with a heavy volume of transactions
• Solid commitment to customer and associate service, outstanding interpersonal, problem-solving, and analytical skills
• Must possess the ability to work in both team and individual environments
• Proficient knowledge of MS Office (Word, Excel, PowerPoint, Teams and Outlook), knowledge of internet browsers, and basic knowledge of Mortgage banking are required
• Working knowledge of loan programs and services, including Conventional, FHA, VA, and USDA loans, as well as an understanding of industry regulations and the specific policies of the lending institution
• Must be able to use independent judgment skills to make quick decisions within written policy and standard operating procedures and have the ability to monitor and oversee loan production pipelines
• Required to work both remotely and on-site, as determined by the needs of the company; while working remotely, the candidate is expected to have a designated workspace that is free from distraction and excessive noise. Remote working is not a substitute for dependent care; remote workers will not be available during Company core hours to provide dependent care. Some travel by car or plane will be required.