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Mortgage Professional

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The Mortgage Professional is a customer focused, inside sales position within the Call Center. Will conduct the initial pre-qualification phone screen and prepare the loan application and necessary documentation. Will also provide high quality service to both internal and external customers by selecting the best options and taking ownership to resolve problems and meet customer needs.

Essential Job Functions may include:

  • Responsible for both in-bound and out-bound calls from existing borrowers in the Servicing Customer Care department and respond to their requests within established timelines to maintain service level expectations and deliver quality service. 
  • Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately
  • Provides Information and knowledgeable assistance regarding mortgage loans by retrieving loan information and provide customers information quickly and accurately.
  • Analyzes applicant information to determine whether the client is likely to qualify for the desired loan program.
  • Assists customers in choosing the proper program that best fits their needs and takes the initial loan application.
  • Provides guidance on the risks and benefits of the different programs available to the client. Explains and communicates the terms of each product and ensures that all the required documents and disclosures are signed and returned in a timely manner.
  • Builds relationships with both internal and external customers.
  • Exhibits professionalism and takes pride in work when dealing with the customers.
  • Provides written and verbal responses to customer inquiries as needed.
  • Utilizes Freedom Mortgage training materials, reference tools and other resources to provide accurate and up-to-date loan program/policy information to both external customers and internal business partners.
  • Ensures exceptional customer experience by overseeing the loan process from origination to close and providing on-going communication to customers and business partners.
  • Oversees and ensures successful completion of all assigned Mortgage Professional Training activities.
  • Understands and complies with requirements of applicable federal and state laws and regulations.
  • Adheres to shift requirements.
  • Actively seeks to develop self to next level. Has excellent communication skills and is clear and concise when speaking with customers.
  • Continually meets and/or exceeds the Sales KPI’s set by Management for Productivity and QA. Certificates


Other Related Duties:

Performs other related duties as assigned.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

  • Self-starter, goal-oriented sales professionally who is focused on providing the highest level of customer service to our customers.
  • Developing knowledge of the mortgage industry, products, lending practices, and regulatory guidelines
  • Strong negotiation and time management skills
  • Excellent communication skills, both verbal and written 
  • Proven track record of exceptional performance
  • Outstanding customer service skills


Education and/or Experience:

  • High School Diploma and/or Some College/Associates Degree or equivalent from two-year College or Technical School.



  • Must have NMLS and SAFE, UST preferred.
  • Must have  at least 1 active license


Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.