Job Description

Mortgage Customer Service Representative - 'RED Team Specialist' - An Internal Administrative Support and Customer Service Role

POSITION OVERVIEW:

The RED Team Specialist is part of the Retail Elevation Department (“RED Team”) and will be responsible for providing best in class customer service, business and administrative support to Retail Lending. The team acts as a concierge desk for employees and is the central point of contact for many internal processes, procedures and systems concurrently. This includes the coordination and support onboarding and transitioning new hires and branch locations. In addition, the RED Team Specialist will provide ongoing support to all employees, manage multiple internal processes, act as administrator to multiple systems, and be the first point of contact for many day-to-day business operations matters and provide immediate support for the entire Retail Lending Channel.

ESSENTIAL DUTIES AND RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Acts as the concierge desk to the Retail Lending Channel
• Is the CMG Expert and central point of contact to employees, departments, processes and procedures under one umbrella
• Manages incoming/outgoing communications within the RED Team Inbox and dedicated hotline
• Provides ongoing system support for all employees
• Acts as third party administrators for multiple systems
• Works within the Loan Origination System (LOS) and other CMG systems processing various requests and continually referencing and following company guidelines and rules before fulfilling requests
• Maintains onboarding materials and upholds the onboarding processes and procedures as requested by management
• Assists with the Onboarding Specialist with any and all onboarding tasks and act as an initial point of contact for the new employees
• Coordinate with all departments of CMG to ensure all employees have what they need and questions are answered
• Works closely with the Red Team Supervisor and VP of Corporate Operations on operational needs for new and existing retail branches
• Works as a Liaison between Retail and all other CMG departments
• Works on various new projects and assignments from upper management as requested both inside and outside the Retail Lending Channel
• Perform Marketing set ups for all new hires and be able to respond to basic inquiries
• Ensure proper follow ups are completed to all new hires on a timely manner
• Provides extraordinary customer service and immediate support to the entire Retail Channel
• Follow up on outstanding issues and promptly respond to unexpected situations
• Able to follow, accommodate and adjust to team’s general rules
• Some (minimal) nationwide travel might be required
• Maintain in good standing all Compliance courses assign by the company

PHYSICAL AND ENVIRONMENTAL CONDITIONS

Standard office environment, equipment and tasks, including work at a computer terminal. This position requires partial sitting and walking throughout the day. Employee must be open to work overtime to complete assigned tasks.

PREFERRED QUALIFICATIONS AND EXPERIENCE

• 3+ years of previous mortgage experience required.
• Previous administrative support and customer service experience preferred.
• Proficient in Microsoft suite of products; Outlook, Word, Excel, PowerPoint etc.
• Excellent communication skills both written and verbal.
• High level of integrity and confidentiality required.
• Strong organizational and time-management skills
• Analytical problem solver and self-starter
• Strong technical knowledge in the use of software applications, databases, spreadsheets
• Acute attention to detail and ability to work on complex projects with general direction and minimal guidance
• Ability and flexibility to work in a fast-paced fluid environment with a diversity of individuals at all organizational levels
• High level of professionalism, and excellent time management and organizational ability
• Ability to multitask and meet constant deadlines in a fast pace environment

THIS ROLE CAN ALSO BE PERFORMED REMOTELY.

Company Description

CMG Financial is a well-capitalized, privately held mortgage-banking firm founded in 1993. The company makes its products and services available to the market through three distinct origination channels including Correspondent Lending, Wholesale Lending, and Retail Lending. CMG Financial currently operates in most states, including District of Columbia, and holds federal agency lending approvals with HUD, VA, RHS, GNMA, FNMA and FHLMC. Throughout the mortgage banking and housing markets, CMG Financial is widely known for responsible lending practices, industry and consumer advocacy, product innovation, and operational efficiency.