Mortgage Loan Processor (Help Desk Associate)

The Mortgage Loan Processor (Help Desk Associate) is responsible for analyzing customer issues and preparing appropriate solutions or clarifications. This role requires delivering prompt and professional responses to customer inquiries across various platforms.

Job Description

• Communicate with customers via Zendesk, chat, email, phone, and text to provide loan status updates and explain next steps.

• Assist internal stakeholders in resolving borrower issues and ensure accurate communication of resolutions.

• Problem-solve and troubleshoot loan-related issues with borrowers.

• Perform calculations including debt-to-income ratios (DTI) and combined loan-to-value (CLTV).

• Manage escalations, investigate issues, and implement solutions.

• Ensure proper documentation, attention to detail, and compliance with loan processing standards.

Qualifications

• Has experience using MS Excel and Google Suite applications.

• Demonstrates attention to detail and organizational skills in handling mortgage documentation.

• Manages multiple tasks, prioritizes effectively, and meets deadlines in a fast-paced environment.

• Experienced in problem-solving, issue resolution, and handling confidential information with professionalism.

• Collaborates effectively within a team environment and works independently when required.

• Clear and coherent both in written and verbal communication skills in English.

Screening Criteria

• Minimum of one (1) year of mortgage experience.

• Must have a stable employment history.