Business Support Consultant

Description

We are seeking a dedicated individual to join the Mortgage Pricing Oversight team and contribute their talents to supporting Mortgage Loan Officers and Private Bank Relationship Managers in making customers’ dream of home ownership possible. In this role, you will engage daily with sales, operations, capital markets and senior leaders during the mortgage originations process to ensure loans are priced correctly and competitively. This team often manages very time sensitive work so we expect adherence to pre-defined SLAs, while maintaining strong quality. You should be able to communicate well with others, have a strong attention to detail, and be comfortable raising objections. Not only will you work on pricing requests, but we ask that you also bring a fresh perspective and have a mindset of continuous improvement to make our business even better.

Primary responsibilities include

• Process Pricing Exception requests from customers/sales (i.e., customer requests that we match a rate from a competitor). This work includes reviewing rate/point calculations, assessing eligibility, facilitating approval, and updating loan pricing.
• Process Relationship Pricing request from customers/sales (i.e., customer requests a rate discount for bringing $X in deposits/investments). This work includes reviewing account and asset details, assessing eligibility, confirming discount levels, and updating loan pricing. We have multiple programs at Citizens so this role must be able to recognize program applicability based on a customer’s situation. 
• Process Post-Closing Loan Modification requests from customer/sales. This work includes validating customer eligibly and then working with sales and servicing to modify their mortgage loan.
• Monitor colleague adherence to policies and raise concerns to leadership. The mortgage industry is incredibly regulated so we must ensure consistent and fair treatment for customers.
• Work collaboratively with other members of the Pricing Oversight team to manage incoming requests and loan balance work amongst each other.
• Accurately track/log all request details (requests, loan details, approval decisions, exceptions, etc.)
• Partner with others on the team to manage multiple mailboxes in Outlook and ensure no requests fall through the cracks.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • Excellent verbal/written communication
  • Proficiency with MS Office products (particularly Excel)
  • Self-starter with ability to work independently
  • Proven ability to build relationships and work across many teams
  • High School Degree or relevant experience
• Preferred Qualifications
  • Experience in Mortgage (particularly pricing)
  • Experience with Empower

Hours & Work Schedule

• Hours per Week: 40 hours
• Work Schedule: M - F (4 days in the office, 1 day remote)

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.