Mort Int Telesales Spec (safe)

Mort Int Telesales Spec (safe) - Home Equity Group

This job is designated for use in Home Mortgage during periods when business conditions demand increased operational capacity. Responsible for handling incoming sales and service calls from customers and places outbound calls to customers in order to meet sales goals. Provides customer service with the objective of profiling customers and extending contact to sell new or additional products and/or services. Handles situations which require deviation from standard scripts and screens. Completes necessary system navigation and call tracking. Responsible for developing and maintaining knowledge of a variety of financial products and services. Handles all calls with the intent of providing customer satisfaction and retention. This position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations.?Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results. This position is considered an Interim position which means that it is anticipated to be short term in nature dependent on business conditions. As a team member in this position, you are eligible for all Wells Fargo benefits programs with the exception of the Salary Continuation Pay Plan. This special project is anticipated to run 12 to 18 months, starting in April. Job Description Details: Responsible for handling incoming sales and service calls from current WF mortgage customers qualified for special program; Review answer questions about program qualifications; Request income documentation for UW review/approval; Follow up outbound calls to customers on initial inquires and documentation needs; Provide excellent service and handle unique circumstances that may arise to ensure customer s needs are met. Responsible for taking new mortgage refinance applications for customers that do not meet project requirements; Communicate timelines, expectations and set up final closing; Utilize various systems to application, fulfillment and follow up. Expectations for the position will be as follows: Intermediate/advanced computer navigation skills; Strong oral and written communication skills; Ability to actively listen and ask questions to ensure understanding; Ability to facilitate discussions and negotiate issues with partners (Processing, Underwriting etc.) and customers; Prepare communications to facilitate strategic decision making; Bilingual Spanish speak/read/write candidates preferred Analytical Thinking Decision Making; Make decisions utilizing relevant data, information and guidelines; Retain an understanding of complex credit guidelines and product options to offer the appropriate solution; Strong time management and prioritization skills; ability to manage sizable pipeline. Basic Qualifications: 6+ months of sales or customer service experience. Minimum Qualifications: Demonstrated ability to listen, elicit information efficiently, comprehend and resolve complex customer issues. Demonstrated excellent verbal and written communications skills. Basic knowledge of financial products and services. Strong PC skills including ability to troubleshoot common problems and navigate the internet/intranet. This position requires S.A.F.E. registration at the time of employment. The Nationwide Mortgage Licensing System (NMLS) web site (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position. Demonstrated ability to listen, elicit information efficiently, comprehend and resolve complex customer issues. Demonstrated excellent verbal and written communication skills. Basic knowledge of financial products and services. Strong PC skills including ability to troubleshoot common problems and navigate the internet and intranet. Intermediate to advanced computer skills - navigation, typing, and Microsoft Office suite. Strong sales negotiation experience Ability to work with internal and external partners professionally and timely Intermediate/advanced problem solving skills Ability to understand and retain information for complex credit guidelines and product information Strong time management, prioritization skills as well as ability to manage sizable pipeline Self motivated and sales goal driven Excellent customer service skills Some college education Preferred Skills: 2+ years extensive experience in a sales environment, preferably Home Equity or Mortgage sales Strong navigational skills through multiple and complex systems Advanced knowledge of the mortgage sales, processing or underwriting, including an understanding of credit policy, income review, fair lending and all compliance related topics. Bilingual Spanish speak/read/write candidates preferred but not required. 4 years College education