Home Equity Customer Liaison II

The Home Equity Customer Liaison II will be responsible for outreach and support of home equity applicants from all sources throughout the loan process. The Customer Liaison will review application data for completeness and communicate with applicants by phone and email to welcome, thank, set expectations, ensure applicant understands the selected product/ pricing and promote the use of technology. The Liaison will be the main point of contact and will assist the processing and underwriting teams to create a seamless and efficient process, an exemplary customer experience, and regulatory compliance.

Key Responsibilities

Customer Experience and Loan Support

• Complete a comprehensive application review to gain an understanding of the loan scenario to deliver a "clean file" to loan processors, including income, employment, property and vesting information.
• Make timely outbound calls to home equity applicants to welcome customers, collect data, confirm product and customer information, set expectations and answer questions.
• Promote digital tools, educate customers on available technology, product requirements and parameters.
• Assist customers with providing and uploading required documentation and delivering updates and communicating loan decisions.

Compliance, Quality and Reporting

• Use available technology to track calls and report success to enable the reporting of results and efficiencies gained.
• Report trends in customer questions, requests and issues to management, to better understand customer needs and behavior and implement process improvements
• Partner with team managers, retail branches and operations teams to foster relationships and maintain best practices and regulatory compliance.
• Stay current on home equity products, regulations, workflow and digital processes.

Skills and knowledge

• Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies as they pertain to the position
• Ability to manage multiple priorities and meet critical deadlines
• Ability to understand Bank policies and procedures
• Excellent organizational, communication and problem-solving skills
• Warm, engaging and confident telephone skills
• Ability to work well in a fast paced, team environment
• Ability to use online resources/tools to provide information and guidance to internal and external customers

Qualifications

• 1+ years of mortgage/home equity/consumer loan experience
• Proficient in various lending technologies and digital processes

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions