Mortgage Customer Specialist

• Mortgage Customer Specialist (MCS) Job description: Formal  
• Responsible for the timely and accurate completion of mortgage loan review and ensuring the loan file is ready for Underwriting. Responsible for compiling, preparing and processing mortgage loan files from application through closing. Assures compliance with bank, regulatory and investor guidelines and customer service standards.
• Drives exceptional customer service. Acts as a liaison to obtain all necessary documentation including appraisals, title searches and opinions, credit reports, verifications, tax returns, financial statements, etc.  while ensuring compliance with all internal policy and external regulatory requirements.    
• Proactively manage pipeline to ensure borrowers closing dates are accurately captured and closing dates are within designated rate lock periods.   
• Reviews loan application to verify that data is complete and accurate in preparation for Underwriter submission by reconciling critical information on the application to documentation provided by the customer.
• Prepares and submits the mortgage file to automated underwriting system(s) and ensuring a complete package is delivered to Underwriting per current company policies and procedures.
• Ensures compliance with the U.S. Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures.  Completes any required corporate and business line training in these areas.  Follows account opening procedures and understands and follows internal suspicious activity referral requirements and processes, as required for this position.  

Basic Qualifications   
 

- Bachelor’s degree, or equivalent work experience   
- Typically Two to Four Years of clerical and customer service experience.
 

Specifically:
 

• Under direct supervision and using established guidelines, processes the least complex mortgage loans.  Requests and obtains all needed supporting documentation including appraisals, title opinions, disclosure statements, insurance information etc. 
• General knowledge of loan processing and closing policies and procedures and credit policy is preferred.  
• Monitors status of loans in process. Requires a high school diploma or equivalent and one to three years of related experience.   
•  Mortgage Customer Specialist (MCS) Job description: Functional  
   Responsible for initial file quality review:  
•  Review loan application for accuracy and completeness  
   Validate information in NetO  
• Validate all necessary documentation is in Loan Document Manager (LDM) per the MLO Checklist and as required per AUS  
• Label documentation in LDM  
   Complete FQTA  
• If file complete: Submit loan to Underwriting   
• If file incomplete: Issue NOI  
• If identified as cancel: Complete Cancellation steps  
• Collaborates with U.S. Bank Sales and Operations teams for customer contact, issues, and/or escalations.  
   

Required Skills: 
 
 

• Attention to detail & accuracy.
• Familiarity with income, credit, and asset documentation.
• Ability to navigate multiple software applications at a time.
• Strong communication and organizational skills.
• Basic understanding of the Mortgage lending process.
• Basic understanding of foundational lending compliance and regulations requirements.
• Adheres customer confidentiality  
   
   

Preferred Skills: (Good to Have) 
 
 

• Knowledge of loan programs (Conventional, HFA, VA, etc.).
• Knowledge of underwriting guidelines.
• Understanding complex tax documentation, including that for self-employed borrowers.
• Ability to read and understand a purchase contract.
• Experience in Digital Underwriting, Automated Underwriting Systems, Loan Prospector

Competencies: 

• Knowledge of loan programs (Conventional, HFA, VA, etc.).
• Knowledge of underwriting guidelines.
• Understanding complex tax documentation, including that for self-employed borrowers.
• Ability to read and understand a purchase contract.
• Experience in Digital Underwriting, Automated Underwriting Systems, Loan Prospector.
   

Role Requirements:

• Location: Chennai, India
• Work Model: 100% Onsite (5 Days Work from Office)
• Training Hours: 6:30 PM to 3:30 AM IST (First 4 Weeks)
• Operational Shift: 1:30 PM to 10:30 PM IST (Upon Completion of Training)