What you’ll do:Client Success Specialist (CSS), AVP will assist the Distributed Retail Loan Officers with overseeing the end-to-end mortgage loan process. The CSS will co-facilitate an exceptional experience for home borrowers while assisting with a smooth workflow for AmeriHome Loan Officers. The role merges oversight with consumer-facing responsibilities to facilitate efficient loan processing, regulatory compliance, and a seamless borrower experience. The Client Success Specialist, AVP will collaborate with Loan Officers and AmeriHome Colleagues in various departments to enhance performance, training, accuracy, and production targets, serving as a key liaison for borrower interactions.
What we are looking for:
- Monitor loan processing workflows, identify bottlenecks, and implement process improvements to increase efficiency and ensure we are meeting Loan Disclosure Timelines as well as close of escrow deadlines
- Ensure all loan documentation is complete, verified, and accurate, adhering to AUS findings, program parameters, and regulatory requirements
- Manage the daily pipeline, ensuring loan lock and closing dates are met. Report on performance metrics
- Collaborate with internal departments to meet key loan deadlines, including loan lock and closing dates. Manage pipeline reporting and key dates
- Provide ongoing coaching and training to sales support, ensuring consistency in procedures and compliance with lending regulations
- Collaborate closely with loan officers to structure loans accurately and finalize loan details for closing
- Proactively manage borrower communication to ensure a smooth and positive experience, answering questions, addressing concerns, and resolving issues promptly
- Monitor team performance, providing regular feedback, coaching, and development to ensure high productivity and exceptional service
- Prepare and present performance reports to senior leadership, tracking operational efficiency, loan pipeline status, and borrower satisfaction
- Foster a collaborative environment between sales and operations to ensure alignment on goals and a unified approach to meeting customer and company objectives
- Stay updated on changes in mortgage regulations and assist with training Distributed Retail colleagues on new guidelines and procedures
- Train and update colleagues on policy changes, loan procedure updates. Collaborate with Compliance to inspect and ensure Distributed Retail is adhering to Regulations
- Assess borrower needs and provide personalized consultation on loan options that align with their financial goals
- Backup for calls and emails from Affinity Channels
- Ability to originate and self-source Loans from start to finish
- Assist Loan Officers and act as a resource.
- Additional tasks as needed
What you need to have:
- 5-7 years of mortgage industry experience with both operational and consumer-facing responsibilities
- Bachelor’s degree preferred
- Strong understanding of mortgage loan processing, underwriting guidelines, regulatory compliance, and customer service best practices
- Excellent communication skills, with the ability to build strong relationships with borrowers and cross-functional teams
- Strong organizational and multitasking skills, with the ability to manage a large volume of loans and clients simultaneously
- Experience with loan origination systems (Encompass preferred)
- Ability to multi-task and manage a large volume of loans effectively
- Detail-oriented with a strong focus on accuracy and compliance
- Travel made me necessary, once per quarter
- NMLS Licensed, a plus
- Bilingual, a plus