Processing Escalation Specialist

Job Description

Position Summary

As a Processing Escalation Specialist you will ensure partners are well informed of any outstanding items needed to move a loan to closing. You will work pride yourself in delivering outstanding customer service with both external and internal clients and build relationships to ensure a smooth process.

Your Responsibilities On The Team 

• Earn trust and influence others: Operate with upmost integrity and confidentiality. Take incoming/outgoing phone calls while ensuring regulatory compliance and maintain a high standard of influence and persuasion to get a client through to the closing process. Build and maintain strong relationships with clients by providing ongoing support and assistance.
• Excellent analytical and problem-solving capabilities: Develop and maintain a deep understanding of the organization and services offered to resolve more complex inquiries. Share relevant customer feedback to help us improve our offerings.
• Provide outstanding customer service: Serve as the initial point of contact and liaison to loan officers, underwriters, and other cross-functional teams to facilitate the loan approval process and resolve any outstanding issues. Use a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls), emails, text and chat. Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support. Provide clear, concise, and timely updates to customers, loan officers, and internal stakeholders regarding the status of the loan. Collaborate with internal teams to resolve customer concerns and ensure a smooth and positive experience.
• Demonstrate knowledge and command: In-depth knowledge of mortgage loan products, lending principles and regulatory compliance. Extensive understanding of mortgage lending principles and underwriting guidelines, including FHA, VA, and conventional loans, loan processing and automated underwriting systems. Working knowledge of mortgage lending principles and underwriting guidelines including self-employed borrowers, partnership and corporation tax return analysis
  
  
  

Requirements

• HS diploma or equivalent. Bachelor’s degree in related field is preferred.
• Prior Industry experience: 2-3 years’ experience in: mortgage lending or a related financial analysis role, FHA/VA/Conventional loan closing experience, automated processing and closing experience.
• Proven ability to provide outstanding customer service. Positive and professional attitude
• Able to work independently with a focus on continuous improvement.
• Proficient in using standard office software (e.g., Microsoft Office Suite) and mortgage industry software and tools (e.g., Encompass, Calyx Point)
• Strong attention to detail and organizational skills
• Excellent written and verbal communication abilities
• Thrives and works effectively in a fast-paced, deadline-driven environment. Is a team player who works well under pressure.
• Provide administrative support to the loan processing team as needed.
• Available to work weekends and evenings as needed.
• In addition to the above, Associates will be cross trained across the business to provide support in other areas as needed.
  
  
  

Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

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Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.