Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for answering inbound calls and initiating outbound calls within a call center to assist new and existing clients with determining the best solution for financing the purchase of a home, refinancing an existing mortgage, or obtaining a new home equity line of credit. Key responsibilities include analyzing the clients financial goals, determining the most optimal lending product solution, submitting the mortgage application, assisting clients with gathering supporting loan documentation, and keeping clients informed throughout the mortgage loan process. This position may be responsible for the provision of residential mortgage loans, and as such, is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential mortgage loan originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Provides exceptional client care

• Answers inbound calls and make outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution

• Utilizes multiple technology systems to assist customers and referral partners

• Leverages defined lending processes and policies to meet guidelines and manage risks

• Communicates consistently with clients and business partners through outbound calls, email, and online messaging systems throughout the lending process

• Identifies opportunities through conversations with clients to recommend the bank's products through partner referrals as part of one team that delivers exceptional client care

Required Qualifications:

• Has 1+ year sales and/or mortgage experience

• Bilingual – Spanish Required

• Has a strong relationship-deepening and client care mentality

• Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively.

• Has an ability to assess client needs and suggest/promote alternative products or services

• Has ability to learn all platform systems utilized within the environment and/or aptitude in system technologies

• Has effective customer service skills with ability to manage the full client end-to-end origination experience and problem resolution at key points in lending process

• Has an ability to work under pressure during high volumes

•  Has an ability to build and maintain positive rapport with service partners.

• Can prioritize multiple competing tasks.

• Has adaptability and is flexible to change.

• Is a strong communicator, written, oral and non-verbal.

• Demonstrates solid sales production over a sustained time frame.

• Can be flexible to work weekends and/or extended hours as needed.

• Communicates professionally, effectively and confidently and is comfortable engaging all clients over the phone.

• Has an ability to handle multiple lines of business and models to support changing business needs.

• Independently works with other business partners to expedite post-sale issues or problem resolution

• Has the ability to effectively balance performance, operational risk, and client relationship care.

• Demonstrates a commitment to professional ethic and is thorough and thoughtful in incorporating relevant regulatory due diligence as well as complying with all Federal and State Compliance policies.
   

Desired Qualifications:

• Has contact center experience

• Has knowledge of loan products (Conventional, Jumbo and Government)

• Can analyze financial and credit data to advise clients of product/pricing policies and guidelines and gather any additional required information.

• Familiarity with FHA and HUD guidelines.

• Knowledge of processing underwriting and/or closing procedures/federal lending regulations governing real estate lending.

• The ability to analyze and comprehend complex financial data and provide financial alternatives.

• Strong consultative skills including the ability to ask critical questions to identify opportunities

Skills:

• Attention to Detail

• Client Solutions Advisory

• Customer and Client Focus

• Oral Communications

• Written Communications

• Client Management

• Loan Structuring

• Pipeline Management

• Problem Solving

• Collaboration

• Credit Documentation Requirements

• Critical Thinking

• Referral Identification

• Referral Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

For Internal Employees - Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: