Job Specifications


Mount Laurel, New Jersey


16 days ago

Career Level

Entry Level

Mortgage Phone Loan Officer (US)- Work From Home

Provides sound advice at every Customer interaction, contributing to a Legendary Customer Experience
Prospects and develops understanding of other financial objectives, assesses Customer information and suggests appropriate product and service solutions based on Customer needs
Ensures Customers understand the value and benefits of suggested alternatives and closes sales
Meets the needs of Customers by offering advice based on their total financial situation and possessing a thorough knowledge of Customer life cycle needs
Plans and executes relationship building activities
Ensures Customer problems are handled appropriately, escalating issues when necessary
Possesses expert knowledge of TD products and services, and sound knowledge of products offered by other bank partners
Possesses comprehensive knowledge of the entire footprint, competitive offers, and economic trends
Evaluates various TD loan programs from a broad range of TD Mortgage and HE loan options to suggest appropriate loan products that meet Customers' specific needs
Reviews and communicates terms of residential mortgage with Customers and internal business partners; also responsible for communicating underwriting decisions, including offers and/or counter-offers
Proactively makes outbound calls to Customers who have inquired about our lending products through multiple channels as well as following up with prospects from Marketing lists and/or ongoing campaigns
Takes ownership of Customer concerns and resolves Customer issues at first point of contact
Ensures necessary due diligence is taken to support the accuracy of all Customer transactions
Responsible for utilizing and maintaining Customer Relationship Management tools such as Salesforce
Must be proficient supporting outbound dialing efforts, digital engagement, and effective pipeline management
Sells and originates residential mortgage loans
Contributes toward the achievement of Contact Centerbusiness objectives by meeting or exceeding individual sales goals
Ensures Legendary Customer Experience with ongoing communication throughout the entire loan process
Possesses an entrepreneurial spirit, thrives in a fast paced dynamic sales/service environment
Contributes toward the achievement of Contact Centerbusiness objectives by meeting or exceeding individual sales goals and other key performance targets including conversion and pull thru targets
Contributes to the Contact Centerobjective for Operational Excellence by adhering to Credit, Compliance, audit, average handle time, adherence and all non-phone activities
Identifies opportunities for referrals to other lines of business
Knowledgeable of and complies with Bank and industry codes of conduct and regulations
Must maintain an active FHA Certification and NMLS licensing

High School diploma or equivalent experience required
1+ years of related experience required
Demonstrated sales ability including knowledge of TD Bank’s products and services
Excellent organizational, interpersonal, and verbal communication skills required
Ability to work in a fast paced, challenging work environment
Exercises high degree of judgment during service interactions
Excellent problem solving and time management skills
Ability to work both independently and collaboratively
Highly developed customer service skills
Cross-trained on multiple Contact Center specialty skill sets preferred
Customer service/Contact Center as well as previous lending experience preferred
Sound knowledge of mortgage and consumer lending, products, policies and procedures and of basic automated underwriting systems
Knowledge of mortgage laws and regulations required, including but not limited to Home Mortgage Disclosure Act(HMDA), Safe & Fair Enforcement for Mortgage Lending Act (SAFE), Real Estate Settlement & Procedures Act (RESPA), and Truth in Lending Act (TILA)
Knowledge of state and federal agency mortgage loan guidelines and regulations
Organized and detail oriented. Flexible and must be able to adapt to quickly changing priorities
Ability to maintain confidentiality of sensitive information
Strong product and sales knowledge required on a wide range of product and servicing offering: Credit Card, Mortgage, Home Equity Lending, Unsecured Credit Products, Loans, Checking and Savings Products, Debit Card Advance, Online/Mobile Banking services, Identified opportunities for Money-In and Wealth referrals
Ability to use current and learn new technology applications
  • Must be eligible for employment under regulatory standards applicable to the position.