• Assist in reviewing mortgage loan application and documentation, which may include phone and computer work, printing, copying, scanning, emailing, overnighting documents, etc. • Review mortgage loan disclosure packages and deliver them to the borrower • Create rate disclosure and re-disclosure packages and deliver them to the borrower • Review documents and entire loan files and work to prevent problems by highlighting deficiencies and then notifying the mortgage loan officer and/or loan processor • Clarify/correct information and obtain additional information, as necessary, via phone, email, etc. • General clerical and phone support to loan officers and/or loan processors, as needed • Work with management to provide support in various stages and areas of lending and processing as needed • Assist in managing a pipeline consisting of conventional, FHA, VA, and USDA loans, along with 203K and reverse mortgage products • Deliver appraisals and/or property valuations to the borrower and retrieve proof of receipt • Track outstanding items on all loan files and follow up with customers to ensure timely receipt of necessary documentation • Facilitate timely loan closings by working directly with the Title Company and customer to schedule

• Providing quality customer service by obtaining necessary documentation to underwrite the loan • Ordering third party documentation by communicating directly with the customer and/or Loan Officer • Assembling the complete loan package in proper order for underwriting • Verifying all required documentation (pre-underwrite) in the file • Completing the required loan checklist • Verifying that an application is complete and accurate • Preparing a loan approval summary and ensuring the accuracy of all information • Communicating directly with the Loan Originator, customer, and Underwriter • Reviewing loans for compliance with all mortgage-related regulations • Managing pipeline by completing and submitting reports within allotted turn-around times • Documenting all communication related to the loan application in the conversation log

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers. • Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems. • Meet quality, schedule adherence, and productivity expectations, queue-based contact center. • Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution. • Support specialized digital, card, or loan queues and process related transactions with speed and accuracy. • Complete additional job-related projects and perform other duties as assigned by management. • Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines. • Maintains knowledge of current department policies and procedures by monitoring updates and communications.

• Answer high-volume inbound calls and use strong technical proficiency to navigate multiple systems (telephony platform, account servicing tools, CRM, knowledge base, and web-based applications) to provide accurate information, resolve inquiries, and fulfill requests for member and non-member callers. • Perform required member verification, review accounts, communicate company and credit union policies/procedures, and document interactions and outcomes in the appropriate systems. • Meet quality, schedule adherence, and productivity expectations, queue-based contact center • Partner with management, vendors, and credit union partners to resolve complex issues and escalations via email and internal messaging tools to support service requests, technical research, and issue resolution. • Support specialized digital, card, or loan queues and process related transactions with speed and accuracy. • Complete additional job-related projects and perform other duties as assigned by management. • Maintain high responsiveness by answering emails in a timely manner and completing all required annual training by their respective deadlines. • Maintains knowledge of current department policies and procedures by monitoring updates and communications.