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Welcome to EQUITY SMART HOME LOANS!

Established in 2001, Equity Smart was created to make home loans accessible to everyone. We started as a small mortgage broker dedicated to three things: great customer care, integrity, and empowering our clients and partners. Since our humble beginnings, Equity Smart has grown to be a leader in the mortgage broker community.

We see a need for a new type of mortgage broker, one that views its loan officers and employees as PARTNERS, one that EMPOWERS people to build their equity through the mortgage process, one that takes pride in its COMMITMENT to IMPROVEMENT, INTEGRITY, TEAMWORK, and tireless effort to deliver QUALITY SERVICE. We see a need for Equity Smart. Welcome!

General Job Description

The Loan Officer Support Coordinator will work to provide high-quality customer service to Equity Smart’s loan officers. The Loan Officer Success Coordinator will serve as a point of contact for mortgage related inquiries, be responsible for assisting new loan officers on how to use Equity Smart’s tech stack, and work with Equity Smart’s various teams to support its loan officers, in general. Ultimately, this role must deliver high-quality customer service to Equity Smart’s loan officers.

KEY TASKS AND RESPONSIBILITIES

• Work as a team with the processing, administrative staff, and management to ensure customer satisfaction and provide professional customer support.

• Represent the organization well by providing exceptional customer service and effective communication skills, both in writing and orally to both internal and external customers and organizations

• Act as point of contact for loan officers, maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Be well versed in Equity Smart’s support services and products 

• Scrub and screen loan files before they are cleared for processing

• Assist in troubleshooting Loan Origination System and other software related inquiries

• Follow up with loan officers and provide status updates on their inquiries

• Work to develop and improve the loan officer experience

• Collaborate with Equity Smart’s various team to plan, edit, and write content for a variety of internal communications mediums, such as social media posts, blogs, and videos;

• Keeping records of customer interactions, transactions, comments, and complaints.

• Provide feedback on the efficiency and effectiveness of the customer service process

• Additional duties and responsibilities may be assigned, as needed

Desired Skills and Competencies

• 1 or more years working experience in a loan processor or other mortgage operations/administrative role

• Good knowledge of Google Suite applications, especially Google Sheets

• Working knowledge of mortgage process and processor workflows (e.g. ordering VOE’s, working on conditions, drawing docs, etc.)

• Understanding of mortgage industry rules and regulations 

• Excellent communication and time management skills

• Balance between customer satisfaction orientation and a results driven approach