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Channel Center Agent - Mortgage Specialist

Job Type: Full-time

Location: Parsippany, NJ

Summary: Responsible for delivery of exceptional customer service through the bank’s remote channels (telephone, email, chat, text, etc.). This individual accurately and efficiently handles all customer inquiries and service requests, with a special focus on mortgage related transactions. The Channel Center Agent – Mortgage Specialist maintains an expert level of knowledge pertaining to residential mortgages, lending programs, policies, procedures, and associated regulatory requirements. This individual is responsible for interviewing mortgage applicants, completing loan applications, providing support in association with the online application process, and handling all mortgage-related inquiries. This Agent also provides support for other, non-mortgage related service requests, educates customers on products and services, and assists customers in navigating the bank’s website and various digital banking solutions.

Minimum/Essential Job Requirements: 

  • Bachelor’s degree preferred; a minimum of two years of mortgage origination and financial institution/contact center experience required

  • Extensive knowledge of mortgage products (agency and private investor), guidelines, pricing, prospect selling, qualifying, and use of associated tools (including CRM, POS, LOS)

  • Excellent customer service and communication skills

  • Knowledge of contact center operations, and banking products and services

  • Ability to multitask in a fast paced, ever changing environment

  • Extensive experience in creating a positive customer journey, with demonstrated ability to cross-sell a variety of banking products to meet financial needs

  • Strong time management skills, demonstrating the ability to multitask in a high-pressure environment with short term deadlines

  • Skilled in creating and fostering a customer-centric, solutions-based sales and service culture

  • Proficient in Microsoft Suite, including Word, Excel, and PowerPoint


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, LGBTQ, national origin, disability or protected veteran status.