Entry Level Mortgage Loan Officer Training

Position Overview

Position: Pre- Approval Specialist (PAL Specialist). This role is the first position in our training program and requires candidates to have passed the NMLS Safe Exam prior to starting. The PAL Specialist works with the Consumer Direct Sales Division assisting licensed Purchase Loan Officers by communicating with customers about obtaining a pre-approval or new home mortgage loan. This role is based onsite in Novi, MI.

Compensation: up to $20/hr.

Key Responsibilities

• Assist customers and licensed Purchase Loan Officers with gathering loan information and documentation to provide an underwritten pre-approval.
• Engage in conversation and establish rapport with customers via email and telephone communication.
• Educate both customers and Purchase Loan Officers about the next steps for a customer's pre-approval.
• Follow up with Purchase Loan Officers and customers regarding conditional items needed to complete the loan pre-approval process.
• Set realistic expectations for both Purchase Loan Officers and customers to maximize customer satisfaction.
• Input data into the computer system related to the information gathered for the mortgage loan.
• Disposition customer files appropriately based on the interest and ability of customers to proceed with the pre-approval process.
• Follow up and communicate with previously pre-approved customers (PAL Incubation) to determine if further assistance is needed.
• Assist customers with completing the eConsent and eSign process.
• Help customers review their credit report to determine if they can proceed with the loan qualification process or need referral to a credit repair institution.

Required Qualifications

• Previous or current call center, inside customer service, or sales experience.
• Proficiency in communicating with customers over the phone and via email.
• Knowledge of the mortgage loan refinance or home buying process.
• Outgoing, energetic, hardworking, and a willingness to learn.
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook.
• Passion for helping customers achieve financial goals.

Preferred Qualifications

• 2 or more years of office, inside customer service, or call center experience.
• 1 or more years of experience in the mortgage or real estate industry.
• 2 or more years of customer service and/or sales experience.
• High School Diploma or equivalent; some college preferred.
• Must have passed the NMLS exam.