Mortgage Operations Loan Care Representative (Remote)
Company: PenFed Credit Union
Location: Las Vegas
Posted on: January 15, 2022
PenFed is one of the nation's fastest growing mortgage teams.
We've created four new regional sites that are work-from-home
opportunities for mortgage professionals. Our team members can be
located within a 100-mile radius of each of the following cities:
Phoenix, Dallas, Charlotte, and Jacksonville. At PenFed, we believe
everyone who dreams big and works hard deserves great rates and
rewards. If you agree, you belong here. - - PenFed is hiring a
Remote Mortgage Operations Loan Care Representative. - The primary
purpose of this role is to provide detailed guidance and support by
answering inbound calls from members on loan files for a refinance
or a purchase mortgage loan, ensuring exceptional Member Experience
and developing a strong relationship for complete application
updates and completing standard tasks relating to processing loan
files, and by providing on-going communication to Members, and
internal and external business partners.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions. This is not
intended to be an all-inclusive list of job duties and the position
will perform other duties as assigned. - Answers incoming calls
from members regarding the status of their mortgage loans and take
appropriate action for each call.
Maintain availability to answer inbound calls from members
regarding loan file status/issues.
Process telephone requests to review loan files for completeness
and accuracy. Serve as alternative processor on loans. Responsible
for generating Account Condition Letter (ACL) per Regulation B
Ensure all member issues and complaints are resolved in a timely
manner including escalating the complaint to Member Relations
department and utilizing complaint process through the Everest
Tracking System, as needed or required.
Act as Member's main point of contact throughout the entire
mortgage process, ensuring excellent levels of member service.
Document all member contacts and inquires by adding comments on the
mortgage loan into the (LOS) loan originating system and updating
account demographics as necessary.
Review and be familiar with member's loan application; including
credit history, income levels and assets/liabilities; debt-
to-income and loan-to-value ratios.
Have general knowledge for reviewing and addressing items involving
loan product, credit, occupancy and employment verifications and
order verbal verification of employment (VVOE) for pay-off
Request action from Disclosure Desk and other internal partners as
required by valid change in circumstances.
Collect, analyze and ingest document into loan file in LOS
Update loan origination system with the information from collected
documents and re-run Desktop Underwriter (DU) as necessary.
Maintain a working knowledge of processing home equity loans.
Assist Processor to assemble and submit completed file to
Underwriting (UW); assist to cure title issues, resolve appraisal
discrepancies with appraisal review group as needed.
Assist Processor to clear any prior-to-fund conditions that arise
after final UW approval before moving loan to Closing.
Remain as main point of contact with member through closing and
funding and answer any questions that borrower may have.
Assist with any cures QC loan issues that require member
As required, ensure proper re-disclosures are prepared and
delivered to the member within regulatory guidelines based on
identified change in circumstances
Equivalent combination of education and experience is considered.
Bachelor's degree or a combination of education and experience that
provides the necessary skills and knowledge to satisfactorily
perform the essential job functions.
Minimum of one (1) to three (3) years experience with Mortgage or
Home Equity processing is required.
Strong oral and written communication skills required.
Ability to work in multiple systems to obtain loan information and
complete research for members in a timely manner.
Ability to work in a phone queue/call center environment.
Abitlity to effectively communicate via phone throughout entire
Ability to work under pressure in a fast-paced, priority work
Ability to work effectively in a team-oriented environment as well
Present a positive and professional demeanor at all times.
Proficient in Microsoft Word, Excel, Outlook, LoanServ, Penguin,
Hogan, and any other mortgage software.
Work Environment While performing the duties of this job, the
employee is regularly exposed to an indoor office setting with
moderate noise. *Most roles require working in an office setting
with moderate noise and the ability to lift 25 pounds.* - Travel
Ability to travel to various worksites and be on-call may be
required. - Special Message Regarding COVID 19 PenFed is continuing
to hire and train exceptional individuals to help us serve our 2
million members both here and around the world. - In light of the
current situation with novel coronavirus (COVID-19), we have
modified our hiring, onboarding, training, and deployment protocols
in order to comply with current local and state guidance around
Established in 1935, PenFed today is one of the country's strongest
and most stable financial institutions with over 2 million members
and over $26 billion in assets. We serve members in all 50 states
and the District of Columbia, as well as in Guam, Puerto Rico and
Okinawa. We are federally insured by NCUA and we are an Equal
Housing Lender. We are available to members worldwide, via the web,
seven days a week, twenty-four hours a day. - We provide our
employees with a lucrative benefits package including robust
medical, dental and vision plan options, plenty of paid time off,
401k with employer match, on-site fitness facilities at our larger
locations, and more. - Equal Employment Opportunity PenFed
management will maintain and observe personnel policies which will
not discriminate or permit harassment or retaliation against a
person because of race, color, creed, age, sex, gender, gender
identity, gender expression, religion, national origin, ancestry,
marital status, military or veteran status or obligation, the
presence of a physical and/or mental disability or medical
condition, genetic information, sexual orientation, and all
statuses protected by applicable state or local law in all
recruiting, hiring, training, compensation, overtime, position
classifications, work assignments, facilities, promotions,
transfers, employee treatment, and in all other terms and
conditions of employment. PenFed will also prohibit retaliation
against individuals for raising a complaint of discrimination or
harassment or participating in an investigation of same. - PenFed
will also reasonably accommodate qualified individuals with a
disability so that they can apply for a job or perform the
essential functions of a job unless doing so causes a direct threat
to these individuals or others in the workplace and the threat
cannot be eliminated by reasonable accommodation or if the
accommodation creates an undue hardship to PenFed. Contact human
resources (HR) with any questions or requests for accommodation at
Keywords: PenFed Credit Union, Las Vegas , Mortgage Operations Loan Care Representative (Remote), Other , Las Vegas, Nevada
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