Join a team where your expertise and empathy make a real difference for customers pursuing homeownership. As an Account Specialist III, you will play a key role in guiding customers through the home lending journey, providing clear and accurate support at every step. You will have the opportunity to build meaningful relationships, resolve complex inquiries, and contribute to a positive customer experience. If you thrive in a fast-paced environment and are passionate about helping others, this is the role for you.

Job Summary
As an Account Specialist III in the Home Lending Call Center, you provide direct support to customers and business partners throughout the home loan origination process. You will use your communication skills and attention to detail to deliver timely, accurate, and personalized service. In this role, you will collaborate with a dynamic team, adapt to changing needs, and help customers achieve their homeownership goals.

Work Hours: 

Milwaukee WI: 8:00 AM - 5:00 PM 

Tempe AZ: Ability to work 9:00 AM - 6:00 PM (March - November) and 10:00 AM - 7:00 PM (November - March)

Job Responsibilities

Provide clear, accurate, and direct support to customers and business partners during the home loan origination processCommunicate professionally via phone and email to address inquiries and resolve issuesIdentify customer needs and deliver one-and-done service solutionsMaintain composure and professionalism in challenging situationsReview and synthesize loan information to proactively prevent issuesRespond to customer requests and keep them fully informed throughout the processResearch and resolve loan-related concerns to ensure accuracy and successful loan closureManage time effectively and multitask to meet individual and team goals for call quality and customer serviceBuild strong relationships with customers and internal partnersAssess urgency of inquiries and determine appropriate actions and response timeframesDemonstrate technical proficiency with web browsers and related systems

Required Qualifications, Capabilities, and Skills

Minimum 2 years of experience in banking or credit industryMinimum 2 years of customer service experience, including direct interaction via phone or emailExperience in mortgage banking origination, with knowledge of home lending channels, processes, and systemsAbility to work in an environment requiring 100% phone-based customer interactionStrong oral and written communication skillsEffective problem-solving and reasoning abilitiesHigh attention to detail and conscientiousnessAbility to empathize and understand customer perspectivesAdaptability and openness to changePatience, composure, and professionalism in all interactionsProactive, self-directed, and accountableBilingual proficiency in Spanish and English

Preferred Qualifications, Capabilities, and Skills

Experience building strong relationships in a call center environmentTechnical understanding of web browsersAbility to handle difficult customer situations with resilienceDemonstrated initiative and responsibility in previous rolesExperience working in a fast-paced, dynamic environmentStrong interpersonal skills
 

This position is subject to the Dodd-Frank/Truth in Lending Act qualification requirements for Loan Originators. Employment is contingent upon review of your criminal conviction history, credit report, information available through NMLS, and other relevant information to determine financial responsibility, good character, and general fitness for the role. Any felony conviction within the last seven years will disqualify you from consideration. Continued employment is contingent upon ongoing compliance with Truth in Lending Act/Dodd-Frank Loan Originator requirements.

This position also requires registration with the Nationwide Mortgage Licensing System and Registry (NMLS) under the SAFE Act of 2008. Upon active employment, you will be required to register or update your existing registration to reflect your employment. Continued employment is contingent upon compliance with the SAFE Act, including successful registration immediately after your start date and timely completion of annual renewals and required updates.

Information obtained during the registration, update, and renewal processes, or through NMLS notifications, may impact your employment. Information provided during the online application process may be transferred to NMLS on your behalf. Please review all information for accuracy and consistency with any current NMLS record before submitting. Further details about NMLS and registration requirements can be found at the official NMLS website.