Mortgage Wholesale - Client Liaison

Category Mortgage Wholesale
Position Type
Tallahassee, Florida
Location : Address
Work From Home
Can be located anywhere in US

Job Posting

The TPO Production Wholesale Client Liaison works directly with the TPO clients and internal staff. Communicates with branch and corporate employees in a timely, efficient, and courteous manner.

Essential Job Functions:

  • Maintains pipeline of help desk tickets from TPO clients and internal staff
  • Manages assigned tickets to find resolutions to the reported issues or questions, and seeks out assistance from other staff or departments as needed
  • Updates website with daily production numbers and turn times
  • Sets up company and individual system login credentials
  • Lock Support (including lock extensions and renegotiations
  • Reviews pipeline reports for locked loans and contacts AE and brokers of missing TRID or Submission packages to remain compliant
  • Setup new brokers in encompass and prepares logins and provides training as requested
  • Handles incoming emails and calls for support for locking, uploading, running DU and other Webcenter issues from the brokers and sales staff
  • Provides training to the TPO clients regarding FWL processes and workflows
  • Works with brokers and the rate desk regarding lock extensions and renegotiations
  • Helps Account Executives price match rate comparisons
  • Follow up on lock loans not yet registered for disclosure and loans sitting idle
  • Serves as UAT Tester for broke and account executive specific functions
  • Assists internal staff to clear TPO company and TPO loan officer Mavent warnings or fails
  • Creates and updates reference guides for the TPO clients
  • Set up and assist with running GUS, LP for TPO clients

Non-Essential Job Functions:

  • Participates in and leads proactive team efforts to achieve departmental and company goals
  • Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions
  • Contributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Performs other duties as assigned

Required Knowledge and Skills:  

  • Solid knowledge and understanding of conventional and government (FHA/VA) loan requirements
  • Solid knowledge and understanding of state and federal real estate lending regulations
  • Solid knowledge and understanding of loan processing software systems
  • Solid knowledge and understanding of desktop underwriting programs
  • Extensive knowledge and understanding with Microsoft Office programs
  • Ability to interpret and analyze data
  • Ability use available information to make decisions
  • Excellent customer skills
  • Excellent written and verbal communication skills

Required Education and Experience:

  • High School diploma or equivalency degree
  • 5+ years in mortgage industry or as a loan officer preferred
  • Demonstrated experience with analytical, critical thinking, problem solving, and making solid business decisions
  • Demonstrated experience of written and communication skills
  • Demonstrated experience producing accurate and detailed work on multiple projects under time pressure
  • Demonstrated experience analyzing and interpreting data
  • Demonstrated experience of excellent customer service skills
  • Demonstrated experience working in a fast paced and changing environment
  • Demonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines


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