Mortgage Loan Support Specialist

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Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank - we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members' drive and optimism. Together we can make a difference in the financial future of our communities.
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GENERAL SUMMARY
Under general supervision of Mortgage management, the incumbent will be a core contributor to the Mortgage Loan Support function. The purpose of the Mortgage Loan Support function is to be the central point of contact to provide mortgage and home equity lines of credit program information and assist potential or existing loan applicants with technical issues pertain to the Bank's Cathay Home Lending portal. The incumbent is expected to possess a working knowledge of residential lending to support the mission of Mortgage Loan Support. In addition, this position will assist applicants in completing the online Mortgage Loan application, submit the required documents to satisfy loan conditions, research and resolve moderately complex issues via telephone within a timely and efficient manner. Occasionally, the incumbent is also expected to assist customers with general loan payments or servicing issues.
ESSENTIAL FUNCTIONS

• Assists to establish relevant policies, procedures, and service levels for Mortgage Loan Support function.
• Takes and responds to inquiries from potential customers, realtors and internal business partners pertaining to all residential lending related products and pricing via telephone.
• Assists callers with technical issues pertaining to the Bank's Cathay Home Lending portal and mobile solution.
• Interviews customers and potential customers to develop a clear understanding regarding their product needs and determine the appropriate product, terms, and pricing that best suits their needs.
• Works closely with branch Mortgage Loan originators and units within Mortgage Department to ensure documents required for underwriting, processing, and closing are obtained and submitted in a timely manner.
• Responsible for adherence to all internal policies, procedures, and established service levels. Ensures quality customer service to all clients (internal & external). Ensures operations are within pre-established service level standards.
• Works with Marketing Department website content validation, updates, and maintenance.
• Assists in the administration of various homeowner assistance funds programs.
• Conducts research, analyzes, and resolves issues within their assigned authority in a timely manner or escalate appropriately.
• Adheres to all state and federal regulatory changes as they apply specifically to residential lending loan origination.

QUALIFICATIONS

• Typically requires a bachelor's degree or relevant 1 to 5 years of mortgage origination and customer service experience.
• Call center experience is preferred.
• Must be a quick learner and have strong organizational skills.
• Must possess an active registration or be eligible for registration under the Nationwide Mortgage Licensing System & Registry (NMLS) within 180 days of hire.
• Strong written and verbal communication skills; must be able to adapt well to a fast-paced and constantly changing business environment.
• PC proficient at the intermediate level; demonstrated ability to work in a team-oriented environment.
• Bilingual English/Chinese (Mandarin or Cantonese) is a plus..

OTHER DETAILS
$19.23 - $28.85 / hour
Pay determined based on job-related knowledge, skills, experience, and location.
Cathay Bankoffers its full-time employees a competitive benefits package which is asignificant part of their total compensation. It is our goal to provideemployees with a comprehensive benefits package to fit their needs whichincludes, coverage for medical insurance, dental insurance, vision insurance,life insurance, long-term disability insurance, and flexible spending accounts(FSAs), health saving account (HSA) with company contributions, voluntarycoverages, and 401(k).
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Cathay Bank is an Equal Opportunity and Affirmative ActionEmployer. We believe in diversity, equity, and inclusion in the workplace. Wewelcome applications for employment from all qualified candidates, regardlessof race, color, ethnicity, ancestry, citizenship, gender, national origin,religion, age, sex (including pregnancy and related medical conditions,childbirth and breastfeeding), reproductive health decision-making, sexualorientation, gender identity and expression, genetic information orcharacteristics, disability or medical condition, military status or status asa protected veteran, or any other status protected by applicable law.
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Click here to view the EEO is the Law supplement in English.Supplement- English
Clic aquí para ver la EEO es la Ley póster enespañol. Poster- Spanish
Clic aquí para ver la EEO es la Ley suplementoen español.Supplement- Spanish
点击这里查看EEO是法律海报的中文Poster- Chinese
点击这里查看EEO是法律和补充條例的中文"Supplement- Chinese
Cathay Bank endeavors to make www.CathayBank.com accessibleto any and all users. If you would like to contact us regarding theaccessibility of our website or need assistance completing the applicationprocess, please contact, Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.com. This contact information is for accommodation requests only andcannot be used to inquire about the status of applications.
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