The employee will administer the draws for individual consumers once the renovation loan has funded. Responsible for handling approximately 100-120 draw files. This includes, setting up the initial file, data entry, working with excel, and attention to detail. Excellent customer service and communication skills.
Primary duties and responsibilities:
- Responds to customer telephone inquiries for information about draw status
- Escalates and follows through on complex customer issues as needed
- Meets or exceeds customer service level goals
- Set-up draw file.
- Send correspondence to Homeowner, process requests and order draws as received in compliance with investors. Communicate with Consultants, Appraisers and Title.
- Respond to customer service calls and emails. Provide borrowers with status updates and answers to their questions about the process. Must be able to handle many types of people, personalities and problems.
- Problem resolution.
Job Factors
Leadership / Management
- This position does not supervise/manage others
- No direct reports, but this position has responsibility to the loan officers, borrowers, contractors and investors draw dept.
- Member of team with others
- No indirect supervision
- Does not manage others
Financial/Budgetary
Functional Knowledge
- Excellent Customer Service skills
- Thorough knowledge of draw process
- Experience working with 203k guidelines and processes.
- Decisions influence program/project success, relationships, expenses, and organization's ability to meet objectives.
Resolving issues with loans.
- Multiple work groups crossing organizations.
- Loan officers, operations staff, contractors, borrowers and draw dept.
Autonomy
- Follows established procedures.
- Directions given by supervisor
- Describe the kinds of problems this position is expected to identify and resolve independently of the manager. Develops solutions to problems; identifies and proposes alternatives.
- Different loans will have different problems and resolutions.
Communications / Language
- What level of language comprehension is required of this position? Please provide examples.
- Ability to read and interpret documents such as correspondence and internal policies/procedure.
- 203k manual and policies
- Describes and explains processes, policies, and other information in response to requests.
- Emails, letters, correspondence with loan officers, borrowers, contractors and other employees.
- Communicates to inform, gain input, and support decision-making.
Incumbent's Actual Education and Experience
Education, Certifications, and Licenses
- High School Some college preferred
Prior related experience
- 0-2 years related experience
- Excellent Customer service skills required
- No prior management experience
The employee will administer the draws for individual consumers once the renovation loan has funded. Responsible for handling approximately 100-120 draw files. This includes, setting up the initial file, data entry, working with excel, and attention to detail. Excellent customer service and communication skills.
Primary duties and responsibilities:
- Responds to customer telephone inquiries for information about draw status
- Escalates and follows through on complex customer issues as needed
- Meets or exceeds customer service level goals
- Set-up draw file.
- Send correspondence to Homeowner, process requests and order draws as received in compliance with investors. Communicate with Consultants, Appraisers and Title.
- Respond to customer service calls and emails. Provide borrowers with status updates and answers to their questions about the process. Must be able to handle many types of people, personalities and problems.
- Problem resolution.
Job Factors
Leadership / Management
- This position does not supervise/manage others
- No direct reports, but this position has responsibility to the loan officers, borrowers, contractors and investors draw dept.
- Member of team with others
- No indirect supervision
- Does not manage others
Financial/Budgetary
Functional Knowledge
- Excellent Customer Service skills
- Thorough knowledge of draw process
- Experience working with 203k guidelines and processes.
- Decisions influence program/project success, relationships, expenses, and organization's ability to meet objectives.
Resolving issues with loans.
- Multiple work groups crossing organizations.
- Loan officers, operations staff, contractors, borrowers and draw dept.
Autonomy
- Follows established procedures.
- Directions given by supervisor
- Describe the kinds of problems this position is expected to identify and resolve independently of the manager. Develops solutions to problems; identifies and proposes alternatives.
- Different loans will have different problems and resolutions.
Communications / Language
- What level of language comprehension is required of this position? Please provide examples.
- Ability to read and interpret documents such as correspondence and internal policies/procedure.
- 203k manual and policies
- Describes and explains processes, policies, and other information in response to requests.
- Emails, letters, correspondence with loan officers, borrowers, contractors and other employees.
- Communicates to inform, gain input, and support decision-making.
Incumbent's Actual Education and Experience
Education, Certifications, and Licenses
- High School Some college preferred
Prior related experience
- 0-2 years related experience
- Excellent Customer service skills required
- No prior management experience