Loan Coordinating Team Representative

Description:ING Mortgage is the channel through which the bank originates, underwrites and funds residential mortgage loans from a network of approved independent mortgage brokers. ING Mortgage strives to simplify loan products and provide superior service to mortgage brokers, and create long-term value by streamlining its processes and originating loans in a cost-effective mannerA Loan Coordinating Team Representative is responsible for ensuring Loan Officers and Processors of approved Broker branches have the necessary training to conduct business with ING Mortgage. A Loan Coordinating Team Representative will also assist the Team to monitor each broker for volume, conversion ratio, quality and performance with the objective of building long-term, productive relationships.Essential Functions:Key responsibilities include, but are not necessarily limited to, the following:1. Trains Brokers on:i. How to do business with ING Mortgage ii. How to do properly submit new loansiii. How to use the resources on the ING Wholesale website2. Contacts Mortgage Brokers to complete Loan Submission requirements on new loan submissions 3. Assists assigned Team with monitoring of Brokers for:i. Application volumeii. Conversion ratiosiii. Qualityiv. Performance 4. Performs welcome/introduction calls on behalf of Loan Coordination to new Brokers5. Conducts scenario calls with Brokers assigned to respective team.6. Provides regular feedback from our Brokers to respective Team7. Conveys a passion for excellent customer service that differentiates ING Mortgage from the competition8. Provides internal and external customer service by phone, mail, fax or email.9. Ensures the successful resolution of escalated Broker issues in a professional manner within the structures of ING policies and procedures 10. Conducts research and delivers reporting to provide updates on broker complaint issues, response times and potential trends11. Contributes to team effort with ideas, suggestions, and actively participating in team meetings / discussions to promote a positive work environment, teamwork, growth, and high morale within the department12. Coordinates regularly with Loan Coordinating and Business Development to ensure the staff has the necessary skills and knowledge to handle most Broker issues and the brokers have the necessary training to conduct business with ING Mortgage13. Consistently works to deliver efficiencies to the processes, which improve the costs, quality and productivity of the department.14. Presents the ING Mortgage value proposition (core values, business model, product guidelines and service)15. Works cooperatively with other units to ensure optimal service levels are achieved.16. Other duties as assigned.Qualifications:* 2 - 3 years experience in residential loan sales and/or processing.* Excellent customer service, communication, and organizational skills* Self-motivated, high energy and excellent organizational skills* Must exhibit exemplary leadership* Sound knowledge of wholesale lending programs, policies and procedures* Commitment to setting and achieving goals* Ability to work in a fast paced, multi-task environment* Effectively handle high pressure situations* Demonstrated ability to adapt to changeEducation and/or Certifications:* High school degree* College degree preferredTechnical skills and abilities:* Proficiency in the following: Microsoft Word, Excel, PowerPoint, as well as various other web applications.Working Conditions:* Fast-paced, dynamic environment with constant change* High volume production environment* Extensive computer and telephone usage* May be required to work more than 40 hours, as the job requires* Non-smoking environment Physical/Mental Requirements:* Requires adequate range of body motion and mobility, with or without accommodation to perform the essential functions of the position* Ability to work under the stress of deadlines.* Ability to be flexible and adapt to change* Ability to sit and review information on a computer screen for long periods of time (up to 8 hours a day with lunch and breaks)* Incumbent must be self-motivated* Ability to function in a high-pressure environment and meet stringent performance standards while demonstrating a positive attitude* Excellent verbal and written communication skillsSalary/Benefits: Salary commensurate with experienceING DIRECT offers one of the best benefits plans around, providing medical and dental health coverage; flexible spending accounts; 401K retirement plans and fitness programs.Job Location: Los Angeles, CAJob Number: 6265Company Profile:We're on a mission to lead Americans back to saving and are looking for some people who share that passion to join our team. Our successful Orange Savings Account and Orange Mortgage have set the bar for how to simplify financial products to provide a better deal for consumers. If you are an energetic individual interested in helping build a different kind of bank, we look forward to hearing from you. To learn more about us, visit ingdirect.com. Salary/Benefits: Salary commensurate with experience Location: Los Angeles, CA 90001 Job RefCode: 6265.1072