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Mortgage Warehouse Customer Support Specialist
Merchants Bancorp of Indiana
Job Location: North Clearwater, FL

The Mortgage Warehouse Customer Support Specialist will monitor the Customer Support Mail Inbox and respond to all messages. This will include creating user credentials for customers, resetting individual passwords, providing assistance with WLS downloads, whitelisting IP addresses, recording releases of MBI interest in Freddie Mac loans, executing GNMA 11711A's, helping customers with submitting funding requests, answering collateral related questions, providing return wire instructions to closing agents and any other requests for assistance that may be received by customer support from our customers.

Essential Duties and Responsibilities:

  • Monitor incoming messages from warehouse lending customers and promptly answer them
  • Aid customers who have questions relative to WLS
  • Create new user credentials for individuals authorized to access WLS as received from customers
  • Reset WLS passwords as requested
  • Work with MBI's outside vendor to whitelist IP Addresses
  • Provide more information on the status of shipments and collateral issues as requested
  • Release MBI's interest in loans being sold to Freddie Mac
  • Sign off on GNMA's 11711A's for customers
  • Work with the funding team when requests come in for wires to be rushed
  • Aid customers who have questions relative to settlements of their loans
  • Provide copies of MBI's Bailee Letters shipped to the investor
  • Provide more information on the status of shipments and collateral issues as requested
  • Add approved investors to a customer's approved investor menu as requested
  • Assist with other duties as assigned by the Warehouse Customer Support Manager

  • High School diploma or GED from an accredited institution.
  • Basic skills in Office Suite-Word, Outlook, Excel required.
  • Strong written and verbal communications skills required.
  • Prior mortgage experience preferred.
  • Detail oriented and strong critical thinking skills required.

All employees are expected to contribute to the overall success of the organization by performing requested duties regardless of explicit inclusion in the job description or reasonable relation to an employee's primary role. Additionally, all employees must understand and adhere to all federal and state laws and banking regulations and company policies and procedures applicable to assigned job responsibilities, including compliance as appropriate under the Bank Secrecy Act and Anti-Money Laundering regulations.

Additionally, all employees are expected to demonstrate the following Core Competencies:

Professionalism acting with responsibility, integrity and accountability; demonstrating consistent trustworthiness and reliability; always remaining flexible, adaptable and willing to accept coaching; building and managing professionally healthy relationships; deliberately managing career decisions; and continually developing awareness of business-related topics.

Communication understanding various active and passive tools and styles and their effects; and exhibiting appropriate, effective, timely use of tools and styles to connect, collaborate, facilitate teamwork and serve customers.

Work Quality demonstrating an ongoing commitment to compliance, safety and security; executing work with efficiency, a sense of urgency and attention to detail; and displaying organized work practices and a results-oriented mindset.

Analytical Ability navigating work-related circumstances with practical, sound reasoning; and demonstrating creativity in problem solving.

Leadership displaying good judgment and certainty in decision making; taking initiative with job-related demands; demonstrating innovative thinking and sound planning with business practices; managing individual performance toward shared organizational goals; and thinking strategically to set and accomplish goals.

Merchants Bancorp and its affiliates and subsidiaries are committed to being equal opportunity employers. All job candidates and incumbents will be assessed based on only criteria relevant to successfully performing the job as defined in this job description and as generally accepted in the job's relevant industries.




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