Mortgage Loan Processor

Job description

To be the primary point of contact for a customer going through the mortgage origination process. This role is responsible for the collection, review, and submission of the loan package. The package will include credit, income, asset documents, and other information pertinent to the loan file. This role requires the collection of subsequent documentation from the customer throughout the underwriting process. Loan documentation duties range from basic to moderate loans with learning opportunities for more complex loans. This role is expected to enhance the customer experience in a professional and timely manner while achieving cycle time benchmarks.

Impact on the Business

·  Assist in the lending process to reduce loan cycle time by interacting with the customer and assisting the loan officer.
·  Serve as the primary point of contact for the customer during the mortgage origination process.
·  Gather credit, income, and asset documents to prepare the loan package for submission to third party vendor (PHH).
·  Monitor loan pipeline and continue to follow up on loan and closing conditions.
·  Proactively manage workflow to ensure loan files meet key milestone dates.

Customers / Stakeholders

·  Deliver a high quality of customer service for mortgage clients during the loan origination process.
·  Proactively contact clients and communicate requirements in a timely manner to meet deadlines.
·  Engage with our 3rd party vendor (PHH) to efficiently process loans.

Leadership & Teamwork

·  Interact with other mortgage support teams and mortgage sales force.
·  Keep management informed of progress and certain obstacles that require manager's approval
·  Communicate with the team to help resolve possible issues with loans.
·  Foster an environment of teamwork, ensuring collaboration throughout the organization
·  Cultivate an environment that supports diversity and reflects the HSBC brand

Operational Effectiveness & Control

·  To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
·  Complete other responsibilities, as assigned.

Major Challenges

·  Overcoming loan complexities and that may require additional documentation or a higher level of servicing.
·  Working with a broad range of customers and loan officers to deliver a timely loan package while managing pipeline and follow through.
·  Working with external vendors to ensure process efficiency and customer satisfaction.

Role Context

·  The position directly interacts with loan officers, customers, Mortgage Support Teams, and external vendors.
·  Working collectively with colleagues and key stakeholders to optimize customer experience.

Management of Risk

Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

Observation of Internal Controls

Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Desired profile

·  Minimum of three years proven and progressive mortgage lending support experience, or equivalent loan processing or underwriting experience.
·  Minimum of an associate's degree in business, related field or equivalent experience.
·  Proven communications, decision-making, customer service, sales, support, problem-solving, multi-tasking and organizational skills.
·  Proficiency with personal computers as well as pertinent mainframe systems and software packages.
·  Ability to work independently, handle detail and maintain confidentiality.
·  Working knowledge of the mortgage process, including pricing, registration, processing and closing
·  Incumbents in this role must successfully register with the Nationwide Mortgage Licensing System Registry (NMLSR) and must obtain a unique identifier through the registry that will be provided to consumers with whom the incumbent interacts. In addition, incumbents in this role must successfully renew their registration with the Nationwide Mortgage Licensing System Registry (NMLSR) annually.