Senior Retail Support Specialist

Job description

POSITION OVERVIEW: The Senior Retail Support Analyst provides high-level customer service while representing the company in a professional and positive manner. This role supports a group of top Loan Officers (LOs) and LO teams by helping manage their loan pipelines from start to finish. The analyst works closely with these teams to take action , resolve issues, and ensure loans move smoothly from origination through closing and funding. ESSENTIAL DUTIES and RESPONSIBILITIES, include the following responsibilities, but not limited to: - Provide consultation to exclusive list of top performing LO’s and LO teams regarding guidance on deal structure scenarios based on expert knowledge of loan programs available. - Investigate and resolve critical and complex issues in a timely manner in collaboration with Underwriters, Processors, Licensed Loan Partners, etc. - Support the daily operational flow of incoming inquiries to ensure locks received are priced accurately, meet program guidelines, and follow company-defined policies and procedures. - Coordinate change requests on existing rate locks including (but not limited to) loan parameter changes, lock extensions, relocks, float downs, et...