NMLS Certified Loan Processor

About the position

This position provides efficient and accurate handling of customer requests and transactions in a professional and timely manner. It ensures all required policies, guidelines, and standards are met while providing service to BMO customers. The role includes a mix of customer service and customer fulfillment activities. This position will act as an originator of consumer loans as defined by Regulation Z, Regulation G, and the Secure and Fair Enforcement for Mortgage Licensing Act (the S.A.F.E. Act). A Federal registration with the Nationwide Mortgage Licensing System and Registry will be required, and the Bank will instruct on the registration requirements needed to comply. A criminal background review and credit history evaluation will also be required, along with restrictions on performing in a real estate agent capacity. The role resolves problems to support effective business operations and identifies opportunities to improve operational efficiencies while meeting service level standards. It integrates information from multiple sources to enable more efficient processes, enhanced analysis, and streamlined reporting. Customer service is provided by responding to general questions via phone, mail, or fax in a timely and professional manner, acting as a main point of contact for certain customer requests. The position reviews and discusses counter offers and structuring options for loans with customers to fulfill requests promptly. It addresses customer service issues according to established parameters and escalates as required, referring more complex requests as necessary. The role gathers additional documentation from customers and stakeholders to ensure all required information is available to fulfill client requests and recommends workflow improvements to deliver a more efficient operation. It manages customer documentation to ensure records are maintained properly and completes complex and diverse tasks within given rules/limits, which may include handling escalations from other employees. The position analyzes issues and determines next steps, with broader work or accountabilities assigned as needed.

Responsibilities

• Handle customer requests and transactions efficiently and accurately.
• Act as an originator of consumer loans in compliance with regulations.
• Ensure compliance with policies, guidelines, and standards.
• Resolve problems to support effective business operations.
• Identify and recommend opportunities for operational efficiencies.
• Integrate information from multiple sources for enhanced processes.
• Provide customer service via phone, mail, or fax.
• Review and discuss loan offers and structuring options with customers.
• Address customer service issues and escalate as necessary.
• Gather additional documentation from customers and stakeholders.
• Recommend workflow improvements for efficiency.
• Manage customer documentation and maintain records properly.
• Complete complex tasks within established rules and limits.
• Analyze issues and determine next steps.

Requirements

• Typically between 2 - 3 years of relevant experience.
• Post-secondary degree in a related field of study desirable.
• Ability to handle a high volume of customer requests.
• Good negotiation skills.
• Good verbal and written communication skills.
• Good organization skills.
• Good collaboration and team skills.
• Good analytical and problem-solving skills.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans