Client Service Representative

Founded in 2000, Plaza Home Mortgage, Inc. is a privately owned, full-service national lender, offering Wholesale, Correspondent, Renovation and Reverse residential mortgages. Headquartered in San Diego, California, Plaza employs a network of sales associates to serve its clients nationwide.

Plaza is dedicated to building quality, long-term relationships with its mortgage broker and correspondent clients by offering comprehensive programs and exceptional customer experience.

This position is responsible for handling a variety of complex customer and operational transactions requiring a high degree of flexibility and time management skills. Assists Account Executives (AEs) and Operational staff with file flow, priority, and status calls to brokers. Works closely with customers in order to get loans cleared –to-close within in expected turn-times. This position is full-time; non-exempt. This position reports to Client Service Representative Team Manager. 

Responsibilities and Duties

• Manage loan pipelines and provide client support to get loans cleared-to-close (CTC) within expected turn-times 
• Work directly with clients to provide training and daily support for loan delivery 
• Primary contact for Brokers, Correspondents, and Account Executives (AEs) 
• Engage in verbal and written communication with AEs and Brokers 
• Help with the processing of more complex loan approvals
• Assist with rates and lock extensions
• Index and review trailing documents (conditions) for completeness, and update LOS systems accordingly
• Ensure 4506T transcripts are ordered as required
• Look over conditions to task and assign the file to Junior or Senior Underwriter for condition review 
• Request additional items from Brokers at the request of AEs, Underwriters or Closers. May sign off on non-UTR conditions within Client Service Representative authority 
• Handle customer and AE status inquiries 
• Run flood certification and update information in the system 
• Assist customers with system support (i.e. Broker Portal etc.) 
• Verify that Fee sheets and Doc Orders are in the file for closing 
• Review Hazard Insurance for correct mortgagee clause, loan #, address, borrower and sufficient coverage.
• Review all Title docs for accuracy, submit for agent approval when needed.
• Operations support may include the following:
• Index unfiled documents, prior to the loan being CTC 
• Review documents and conditions submitted electronically and notify appropriate 
• parties 
• Task file to Underwriter when needed
• Request ICD if broker doesn’t request
• Update system notes with relevant information or comments about the transaction 
• Complete checklists or worksheets as required 
• Send status updates to AEs and customers via email, task, or other communication Pull daily pipeline report in conjunction with the following activities: 
• Monitor aged files, follow-up on conditions, and rate lock expirations 
• Call Brokers when expiration dates are pending, if asked 
• Assist Branch Operations with suspended pipeline report to ensure loans do not exceed 30 days without a credit decision  
• Assign loans that are aged for cancellation or denial. 
• Follow-up on suspense conditions. 
• Assists AEs and Operations staff with file flow and priority and status calls to 
• Brokers. 
• Work closely with customers in order to get loans cleared-to-close within in 
• expected turn-times. 
• Other duties as assigned. 

Required Skills

• Fundamental understanding of loan program products, services, and policies 
• Demonstrated skill in monitoring and overseeing loan production pipeline 
• Excellent written, verbal, and interpersonal communication skills 
• Strong attention to detail and ability to efficiently and consistently produce accurate work 
• Solid organizational and problem-solving skills 
• Capability of multi-tasking in fast-paced environment with heavy volume of transactions 
• Proven aptitude to work in both a team and individual environment 
• Sound judgment skills essential to making quick decisions within written policy and standard operating procedures essential 
• Flexibility and time management skills 

Education/Experience

• High school diploma or equivalent required; College degree preferred 
• Knowledge of mortgage banking industry 
• Experience with Loan Origination Systems (LOS) such as Calyx Point and Ellie Mae 
• Proficiency with computer systems including MS Office (Word, Excel, and Outlook) and Internet browsers 

Plaza is an EEOC employer and follows all federal, state, and local laws relating to fair employment.

Plaza Home Mortgage, Inc. is committed to preventing, stopping and remedying all forms of discrimination that occur in its workplace. Managers are accountable for keeping Plaza's workplace free from discrimination and ensuring that Plaza provides equal employment opportunity for all in the workforce and for those seeking to become members of Plaza's workforce.

Plaza's employees are protected by laws designed to protect employees from discrimination on the bases of race, religion, color, sex, pregnancy, gender identity, sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or any other non-merit based factor. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs. Plaza's employees are also protected against retaliation if they engage in a protected activity, whistleblowing, or the exercise of any appeal or grievance right provided by law.

This information is provided by Plaza Home Mortgage, Inc. as a courtesy to its mortgage professional clients and the public and is meant for instructional purposes only. None of the information provided is intended to be legal advice in any context. Plaza does not guarantee, warrant, ensure or promise that information provided is accurate. Terms and conditions of programs and guidelines are subject to change at any time without notice. Any unauthorized use or distribution of this information is strictly prohibited. This is not a commitment to lend. ® 2024 Plaza Home Mortgage, Inc. Plaza Home Mortgage and the Plaza Home Mortgage logo are registered trademarks of Plaza Home Mortgage, Inc. All other trademarks are the property of their respective owners. All rights reserved. Plaza Home Mortgage, Inc. is an Equal Housing Lender. Plaza NMLS 2113

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