As part of the centralized Consumer Loan Sales Centers, the primary role is to provide communications, process support and problem resolution to branch staff or clients to ensure the loan closes in a timely manner and that clients receive all communication in a timely manner. Communicates terms and conditions to client and may negotiate within limits that have been determined in the underwriting process.
Loan Support staff is assigned to respond to branch staff who are assisting clients with loan processing questions/concerns. Secondary role is to assist clients directly as a ‘back-up’ Client Care Specialist.
Client Care positions are the primary contact with the client. Monitor pipeline and work with underwriters and support staff to ensure timely closings and communications with clients. Provide timely and effective communication and ensure that problems are resolved quickly and appropriately.
Is registered and maintains active, SunTrust sponsored registration in the Nationwide Mortgage Licensing System and Registry (NMLSR) and has been assigned a unique identifier number in compliance with the federal S.A.F.E. Act requirements.
Assist branch staff with questions regarding the lending process. May respond to client calls as a back-up to Client Care specialists. Handles questions regarding less complex loans.