• Provide excellent customer service, answering a variety of calls and emails from the mortgage lending industry and the public on FHA guidelines and procedures. • Use your knowledge of the mortgage industry to locate answers in a knowledge database to acknowledge client’s requests. • Follow standard operating procedures for various topics, systems, and contact channels. • Document all of your contacts in a database • Keep up to date on FHA mortgage processes and procedures

• Build relationships with members and identify opportunities to refer credit union products and services. • Provide exceptional member service to all members of the credit union through various communication channels, including calls, chats, secured messaging, and other tasks within the department. Focus on educating members on digital self-serve options to create the best member experience possible. • Assist members with inquiries regarding their accounts, products, and services, and navigating through online banking and other digital services. • Resolve member issues and concerns, including fraud prevention and operations-related items, in a timely and effective manner, including those related to digital services. • Accurately and efficiently process member transactions, including those conducted through online banking and other digital channels. • Ensure compliance with all credit union policies and procedures, including those related to online banking and other digital services. • Actively promote credit union products and services to members, including those related to online banking and other digital self-serve options. • Participate in ongoing training to stay current with credit union products and services, including those related to digital services and product referrals. • Perform other duties as assigned.

• Provide excellent customer service, answering a variety of calls and emails from the mortgage lending industry and the public on FHA guidelines and procedures. • Use your knowledge of the mortgage industry to locate answers in a knowledge database to acknowledge client’s requests. • Follow standard operating procedures for various topics, systems, and contact channels. • Document all of your contacts in a database • Keep up to date on FHA mortgage processes and procedures

• Strategic sourcing and lane development • Capacity procurement • Execute purchasing strategies • Rate negotiation and benchmarking • Ensure carriers adhere to service requirements • Maintain records in TMS • Troubleshooting high-level issues with carriers