Job: Mortgage Executive Office Liason

Jobing Description

Auto req ID 123955BR
Position Title Mortgage Executive Office Liason
Line of Business Mortgage Banking
Position City OH - Miamisburg
Building Location Code OH388 - Mortgage Home Office Bldgs
Job Type Regular
Job Status Full Time
Job Description

As a Mortgage Executive Office Liaison for our PNC Customer Service Research Department, you will be an integral member of a diversified financial services firm that reflects the needs, values and goals of our customers, employees, communities and shareholders. PNC has 6 million consumer and small business customers and 2,600 branch offices throughout the Northeast and Middle Atlantic regions, and you will be based at Miamisburg, Ohio.

Your responsibilities will include:

Develop and maintain a mortgage response letter database to facilitate sending mortgage customer acknowledgements and/or responses for all complaints received. Work with regulatory agencies/business units/markets to develop customized mortgage complaint correspondence and develop letters and action plans for dealing with mortgage customer complaints. Work closely with the business unit, and Legal and Compliance when necessary to ensure the response to the mortgage customer is timely and accurate according to departmental and regulatory guidelines. This will prevent audit findings from regulatory agencies and maintain standardization.

Interpret complex system information and documents against existing mortgage policies and procedures. Research and resolve escalated mortgage issues. Candidate will be utilizing advanced knowledge of the mortgage organization, mortgage products and/or services, along with advance problem solving skills to review and analyze system information and documents to ensure compliance within mortgage department and regulatory guidelines. This allows a single point of contact for our mortgage and banking partners.

Review all written and email mortgage correspondence prior to mailing to the sender. Candidate will utilize problem solving along with excellent oral and written communication skills to review mortgage customer response to ensure accurate information is provided. Letters will be reviewed for product knowledge, process flow, spelling and grammar.

May coordinate the workflow of the team and assign queues to appropriately allocate resources and meet production goals. Coordinate end of day processing and reporting. The candidate will be responsible for reviewing and proofing all letters and correspondence prior to responding to our customers. Assist manager with interviewing and selecting staff. Train employees. Assist with planning the daily workflow. Determine the means, methods and materials for performing work.

The successful candidate will have the following qualifications:

Bachelors degree in English/Business writing is preferred. Must have the ability to speak on behalf of the President/CEO and Executive Team of PNC Mortgage. This position requires 3-5 years of experience in a decision making role. To ensure competency, 3 or more years of mortgage servicing experience is preferred. The position requires 90% written and verbal communication with regulatory agencies, Congress, Senators and top executives of PNC Mortgage.

Advanced knowledge of the mortgage organization, mortgage products and/or services. Advanced problem solving skills. Excellent verbal, listening and written communication skills are required in order to provide a high level of Customer Service. Ability to train and mentor others. Strong multi-tasking skills.

Special Job Requirements
EEO Statement PNC is an Equal Employment Opportunity/Affirmative Action Employer - M/F/D/V/SO
Shift Daylight
Total Hours Per Week 40
Scheduled Days/Hours 8:00 am - 5:00 pm
HR Job Code C09626 MORTG EXECUTIVE OFFICE LIAISON