Pre-Approval Specialist (PAL Specialist)

Job Description

Pre-Approval Specialist (PAL Specialist)

This is the first position in our training program.

Are you passionate about helping customers achieve their financial goals and eager to kickstart a career in the mortgage industry? Join our dynamic team as a Pre-Approval Specialist (PAL Specialist) in Las Vegas, NV! This entry-level position is a crucial first step in our training program, offering an excellent opportunity to gain foundational knowledge and experience in loan origination.

As a PAL Specialist, you’ll work closely with our Consumer Direct Sales Division, supporting licensed Purchase Loan Officers by engaging with customers who are interested in obtaining a pre-approval or a new home mortgage loan. You’ll be the bridge between customers and Loan Officers, gathering essential information, providing initial guidance, and ensuring a seamless, exceptional customer experience through various communication channels.

Compensation

Up to $20/hr

Location

Must be onsite in Las Vegas, NV

Key Requirement

Must have passed your NMLS SAFE Exam prior to starting. We can provide you information regarding getting NMLS licensed.

Position Summary

The Pre-Approval Specialist plays a vital role in the initial stages of the loan origination process. You will communicate directly with customers via email, telephone, and text/SMS, gathering necessary information about their mortgage needs and providing preliminary details to the Purchase Loan Officers. This position offers invaluable exposure to the loan process, allowing you to develop strong communication, customer service, and data management skills essential for a successful career in the mortgage industry.

Responsibilities

• Assist customers and licensed Purchase Loan Officers in gathering loan information and documentation to facilitate an underwritten pre-approval.
• Engage in conversations and establish rapport with customers through email and telephone communication.
• Educate both customers and Purchase Loan Officers about the next steps involved in a customer’s pre-approval journey.
• Follow up with Purchase Loan Officers and customers regarding conditional items needed to complete the loan pre-approval process, in addition to the initial loan application.
• Set realistic expectations for both Purchase Loan Officers and customers to maximize overall customer satisfaction.
• Accurately input data into the computer system related to information gathered for the mortgage loan.
• Appropriately disposition customer files based on their interest and ability to proceed with the pre-approval process.
• Follow up and communicate with customers who were previously pre-approved (PAL Incubation) to determine if any further assistance is required.
• Assist customers with completing the eConsent and eSign process.
• Support customers in reviewing their credit report to determine their eligibility for the loan qualification process with a licensed Loan Officer or if a referral to a credit repair institution is necessary.

Qualifications

• Previous or current call center, inside customer service, or sales experience.
• Demonstrated proficiency in communicating effectively with customers over the phone and via email.
• Knowledge of the mortgage loan refinance or home buying process.
• Proven experience being outgoing, energetic, hardworking, and eager to learn.
• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office programs such as Word, Excel, and Outlook.
• Passion for helping customers achieve their financial goals.

Desired Education/Experience

• 2 or more years of office or inside customer service / call center experience preferred.
• 1 or more years of experience working in the mortgage or real estate industry preferred.
• 2 or more years of customer service and/or sales experience preferred.
• High School Diploma or equivalent; some college preferred.
• Must have passed NMLS exam.

Other Duties

This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.

• VISION: See in the normal visual range with or without correction.
• HEARING: Hear in the normal audio range with or without correction.

EOE/M/F/D/V. Drug-free workplace.

Work Authorization

Must be able to verify identity and employment eligibility to work in the U.S.