Commitment Desk Analyst

POSITION TITLE: Commitment Desk

Position Summary:

As part of the Commitment Desk, this person will act as the primary contact that outside customers have with the Correspondent Lending division.This role will work closely as a team with Operations, Underwriting, Funding, Capital Markets, and Sales to ensure the risk is mitigated; profitability is maintained and at the same time customer expectations, both internal as well as external is not only being met, but exceeded. The Primary job focus is answering the incoming customer phone lines and solving customer’s loan problems.Additionally, this person will be handling manual registration and pricing issues. This role is also responsible for assisting internal customers with problem resolution.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Assists customers with registering and locking individual mandatory and best effort flow commitments
• Mandatory Bulk Trading/ AOT assignments
• Develops a full understanding of the correspondent lending product menu, product guidelines and product pricing and be able to discuss with and explain to customers
• Determine product eligibility and price loan commitments, while entering and/or changing loan data.
• Exercises and upholds the company’s policies and procedures in pricing commitments, extensions, re-pricing, and negotiations for the purpose of controlling the company’s exposure and hedging risks
• Researches and evaluates post funding adjustment request from correspondents, sales
• Handles escalated customer service issues, pricing exceptions and other special negotiations
• Resolves customer issues regarding registrations, pricing issues, loan delivery
• Managing extremely high call volume with varying degrees of urgency
• Special projects as required

Qualifications:

To perform this job successfully, an individual must have the following education and experience:

• High School degree, or equivalent, required. College degree preferred
• 1+ years of experience working in a Call Center environment. Outside Sales, Retail, Customer Service experience preferred.
• Mortgage Banking, Banking, or Finance experience helpful
• Ability to work in a fast paced, demanding, customer focused environment
• Excellent oral communication skills
• Excellent organizational skills and time management skills
• Ability to pay attention to details
• Strong analytical skills
• Strong math skills
• Ability to work closely as a member of a team
• Ability to learn internal computer software
• Experience with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, etc)

Training / Licensing Requirements:

• Must pass the Company’s Background Screening process prior to beginning employment.Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule:

• General work schedule (for shift roles)