Job Details

Jr. Mortgage Advisor

The Jr. Mortgage Advisor will be placed in a training program that facilitates the acquisition of the SAFE MLO license and provides comprehensive Customer Service training alongside practical hands-on experience as we prepare you for Sales training and the transition into the Mortgage Advisor role.

As a Mortgage Advisor, your responsibilities will include assisting Freedom Mortgage's customers with questions and inquiries regarding their mortgage loans, and once fully licensed, offering applicable loan products, assisting customers with new loan applications and preparing/collecting necessary documentation for new originations. The Mortgage Advisor is expected to provide outstanding service to customers by prioritizing their individual needs first, before shifting the conversation toward potential new product offerings and savings opportunities.

Essential Job Duties and Responsibilities:

• Successful completion of all assigned Jr. Mortgage Advisor training activities
• Successfully pass Secure and Fair Enforcement (SAFE) for Mortgage Licensing Examination once hired.
• Providing accurate information to Freedom customers about their mortgage loans by retrieving loan information from various systems.
• Able to clearly and concisely explain potential solutions and options available to customers.
• Responding promptly and accurately to customer's questions about their mortgage loan.
• Responsible for understanding all regulatory requirements to be able to explain the requirements to the customer in a courteous and patient manner.
• Maintaining confidentiality of customer's nonpublic personal information. Computer proficiency is essential.
• Representing the company in a professional and enthusiastic manner by providing a world class level of customer service. Ensure each call is handled with compassion and a resolution is reached the first time.
• Responsible for both inbound and outbound calls from existing borrowers in the Servicing Customer Care department and respond to their requests within established timelines to maintain service level expectations and deliver quality service.
• Builds customer relationships by actively listening and resolving issues quickly, efficiently and accurately
• Providing written and verbal responses to customer inquiries as needed.
• Utilizing and relying on Freedom Mortgage training materials, reference tools and other resources to provide accurate and up-to-date policy information to customers and internal business partners.
• Responsible for escalating matters in accordance with company policy.
• Comply with all company policies and procedures.
• Maintain regular and punctual attendance and adhere to shift requirements.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position is an individual contributor.

Qualifications:

• Self-starter, goal-oriented customer service professional who is focused on providing the highest level of service to our customers.
• Developing knowledge of the mortgage industry, products, lending practices, and regulatory guidelines is preferred.
• Strong negotiation and time management skills.
• Excellent communication skills, both verbal and written.
• Proven track record of exceptional performance.
• Outstanding customer service skills.

Education and/or Experience:

• High School Diploma/GED required
• Associate's degree or equivalent from two-year College required

Certificates, Licenses, Registrations:

• Must meet all requirements of the position, including obtaining and/or maintaining NMLS licensure, or renewing your NMLS license.
• Ability to pass a background check in accordance with SAFE licensing requirements.

Work Complexity:

Problems and issues faced are routine and solutions clearly prescribed. Follows a well-established and familiar set of activities and/or processes to derive a solution.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

The estimated base pay for this role is one part of our total compensation package and is determined within a range. The estimated base pay for this position is the annualized equivalent of $34,000.00 - $40,000.00, depending on experience, qualifications, market location, and other job-related factors. In addition, this role is eligible for commissions based on performance and productivity against commission plan parameters. Excellent benefits package including but not limited to PTO, medical, dental, vision, 401(k) plan with company match, life insurance, long term and short-term disability options, FSA/HSA, tuition reimbursement, and other voluntary benefits.