Senior Client Services Specialist – Correspondent Lending Operations

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November 21

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International Luxury Hotel Association

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B2B • Travel • Hospitality

International Luxury Hotel Association is a global organization that serves the luxury hotel sector by promoting best practices, sustainability, and innovation in hospitality. It provides resources, networking opportunities, and educational programs to elevate the standard of luxury hospitality worldwide, fostering collaboration among industry stakeholders and encouraging a commitment to excellence.

11 - 50 employees

Founded 2012

🤝 B2B

📋 Description

• Manage a high volume of daily inbound communications, including 50–100 emails and phone calls, addressing inquiries related to underwriting guidelines, product specifications, operational procedures, loan statuses, approvals, purchases, and conditions. • Coordinate and conduct seller pipeline calls on a daily, weekly, or monthly basis, tailored to individual client needs. • Cultivate and maintain effective working relationships with internal teams and external Correspondent Lenders and their staff. • Demonstrate proficiency in reviewing collateral, compliance documentation, underwriting decisions, and closing packages. • Evaluate loan decisions and conditions, and collaborate with management to identify viable alternatives when necessary. • Deliver exceptional customer service within established service-level agreements. • Clearly and concisely communicate the rationale behind required conditions to Correspondent Lenders. • Monitor and report loan statuses, and provide guidance on system navigation and process-related inquiries. • Partner with leadership to support decision-making related to loan and business operations. • Liaise with vendors and Correspondent Sales teams to ensure alignment and issue resolution. • Analyze operational trends and contribute to the development and implementation of process improvements. • Ensure adherence to productivity, quality, and performance standards. • Leverage both onshore and offshore resources to support operational and procedural objectives. • Maintain compliance with applicable laws, regulations, and GSE requirements, staying current with industry changes. • Provide organized and timely escalations to leadership as needed.

🎯 Requirements

• Four year degree from an accredited university with a concentration in business, accounting, finance, or banking or equivalent experience within the Correspondent Lending Operations channel. • A minimum of two years underwriting, Processing or Delegated Correspondent experience required • Strong underwriting or processing and mortgage banking knowledge and skill. • Previous experience in a call center or similar role preferred • Proven interpersonal skills, ability to interact with other departments and vendors in a professional manner. • Demonstrate knowledge and expertise with underwriting guidelines and products inclusive of Conventional, FHA and VA and Non-Agency • Ability to navigate, comprehend and interpret investor guidelines • Familiarity with Encompass and Encompass adjacent software preferred (TPO Connect) • Familiarity with Document Imaging • Ability to escalate loans as needed

🏖️ Benefits

• Medical, dental and vision • Up to 3% match on 401(k) contributions • Generous paid time off • Company-paid life, accident and disability coverage • Programs for mental, physical and financial wellness