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Posted Apr 20
American Advisors Group

Lender Support Specialist

Anywhere Full Time

American Advisors Group (AAG) is the nation’s leader in reverse mortgage lending, licensed to operate in 48 states. The company, founded in 2004 by CEO Reza Jahangiri, is headquartered in Orange, CA. We are dedicated to helping American seniors leverage their home equity as an asset to help fund retirement. AAG has a 96% customer satisfaction rating and is a member of the National Reverse Mortgage Lenders Association (NRMLA).

We are looking for an ambitious and driven individual to grow with us. We operate in a fast-paced, dynamic environment where everyone on the team "comes to win"-- our work atmosphere is highly- entrepreneurial. AAG’s success stems from our unique core values that are inherent in every employee: AAGs unique core values are inherent in our employees:

  • Caring for our customers and helping them age in place with stability and dignity,
  • Driven to provide superior customer service and to continuously improve, and
  • Ethical in how we conduct our work, every day.

AAG rewards hard work, promotes from within and offers excellent training and career development. If this sounds like a company you are interested in joining, please review the job description below.

Summary:

The Lender Support Specialist will be the primary point of contact with outside brokers and partners in the wholesale division. Some of the duties and functions include, but not limited to:

Remote opening, working hours are West Coast hours (PST)

Duties & Responsibilities:

  • Send out welcome e-mails and follow-up e-mails to the new partners
  • Review Financial Assessment (FA) documentation providing scenario responses when possible or work with FA desk for response and update partner with expected response time & follow through providing final decision.
  • Assist with case transfers. Contact current partner holding case number in effort to save the loan & provide 72 hours as a time frame of when it will be transferred within
  • Conduct webinars for new broker partners on Reverse Vision and reverse mortgage products
  • Schedule and attend welcome calls with new PA partners, and the AE
  • Assist partners with Reverse Vision (RV) technical issues, including resetting passwords
  • Assist new partners with creating their first proposal/application packages in Reverse Vision
  • Review RV borrower files for new partners before they print applications
  • Answer new partners reverse mortgage product questions
  • Be able to partner with Operations teams in various different departments
  • Work closely with assigned Account Executive to cultivate and maintain business relationships
  • Assist processors with file flow and submission questions
  • Stay up to date on reverse mortgage product changes and AAG guideline updates
  • Assist the Account Executives with answering partners questions as requested
  • Attend Sales/Operations conference calls and provide agenda items for discussion
  • Cover for AEs when they are out of town or have meetings
  • Test new products in RV as they become available
  • Assist with creating Partner Alerts as needed
  • Obtain exceptions & document responses in RV Notes on scenarios / incoming loans
  • Work with servicing resolving issues on closed loans as needed
  • Prospect and visit partners that are local when time allows
  • Attend AAG live training webinars when changes occur and once quarterly
  • Log activities in SF when working with partners consisting of: welcome calls/emails, trainings, case transfers and marketing efforts, new contacts.

Qualifications:

  • Reverse mortgage processing and/or underwriting experience is a must (minimum 2 years)
  • Strong organizational skills
  • Ability to assist in managing a pipeline of 80/100 loans
  • Willingness to think outside of the box while embracing AAG guidelines and HUD rules
  • Excellent customer service and literary skills

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