Moder

The Customer Advocate, Cash Out is responsible for processing loan applications and ensuring compliance with mortgage lending guidelines. They act as the primary contact for customers, providing updates and managing expectations throughout the loan process. | Candidates must have outstanding communication and customer service skills, along with a strong attention to detail. A high school diploma is required, with a preference for a bachelor's degree and at least two years of experience in mortgage loan processing. | Summary The Customer Advocate, Cash Out is responsible for processing loan applications in compliance with mortgage lending and applicable investor guidelines. Performs duties such as analyzing the loan application, assessing creditworthiness and the likelihood that a loan applicant will be able to repay the debt, analyzing the AUS /Guidelines as they pertain to the loan product and sales structure, reviewing title commitments and fees, ordering subordinations and allocating fees properly in the system. Responsible for monitoring the loan process and managing the proper expectations with the client and the sales staff through closing. Based on these assessments, the Customer Advocate makes mortgage loan recommendations for all Government and Conforming Full Doc products. The Customer Advocate works on a blend of all products based on pipeline management ability. Essential Job Functions include: Excellent Customer Service. The Customer Advocate is the primary customer contact, and may act as liaison between the borrower, underwriter and loan advisor. The Customer Advocate is required to provide periodic status updates, and timely return all incoming inquiry calls. The Customer Advocate is responsible for noting all communication and statuses in the Loan Operating System. The Customer Advocate will contact the borrower(s) for all outstanding documents needed including but not limited to the items on the Underwriting Terms and Conditions sheet. Validates the 1003 loan application for completion and accuracy and confirms information entered in Loan Origination System matches. Completes various Processing Checklists to confirm documentation requested was received and loan is ready to go back to Underwriting for final approval Escalates loans through proper channels if a loan no longer qualifies or a restructure is needed Requests, follows up and obtains items from 3rd parties as needed. Examples include but are not limited too: hazard insurance, flood insurance, payoffs, verification of employment, etc.. Responsible for running AUS engine (DU/LP) to confirm a loan is successfully scoring and qualifies for selected product. Will also run compliance engines to make sure loans are in compliance at time of submission Submit for review when Appraisal, Title, Credit, and borrower documents are in. Provides quality loan processing, reviewing files for adherence to underwriting standards, and ensuring completeness prior to submission for underwriting for approval. Records data on status of loans, including number of new applications and loans approved, canceled, or denied, using computer. Responsible for funding goals as established at the beginning of every month. Responsible for maintaining assigned pipeline and managing accordingly to meet service level agreements Provide Feedback to Loan Credit Advisor on loan quality. Maintain regular and punctual attendance Other Related Duties: Performs other related duties as assigned. Supervisory Responsibilities: This job has no supervisory responsibilities. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Outstanding communication and customer service skills Excellent attention to detail Well versed in the mortgage process flow and established SLA’s Highly skilled on the phone, very organized and able to handle the overall customer experience with outstanding service. MS Office proficient Education and/or Experience: High school diploma or general education degree (GED)required, BA Preferred Prior experience - 2 years as a mortgage loan processor processing full doc loans or similar position Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Reasoning Ability: Ability to carry out detailed written and/or verbal instructions. Ability to solve problems involving concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions. Certificates, Licenses, Registrations: None required Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Equal Employment Opportunity The Company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The Company may change the specific job duties with or without prior notice based on the needs of the organization. Moder is an engine for business efficiency and growth, creating and supporting technology and mortgage service solutions. We specialize in outsourced technology, business processes, and customer communication. By operating as an extension of customers’ teams, we help businesses expand, thrive, and succeed.

Manage complex projects ensuring delivery within scope, time, and budget, while coordinating with stakeholders and leading teams. | Requires 5+ years of project management experience, proficiency with project management tools, and preferably experience in BPO or mortgage sectors. | The Project Manager is responsible for the successful planning, execution, monitoring, and completion of projects. This role ensures that projects are delivered on time, within scope, and within budget, while maintaining high standards of quality and stakeholder satisfaction. The ideal candidate has strong leadership, organizational, and communication skills, with experience in BPO and mortgage operations preferred. Essential Job Duties and Responsibilities: Develop detailed project plans that outline scope, objectives, timelines, milestones, and deliverables. Define project tasks and resource requirements. Coordinate with stakeholders to ensure alignment on project goals and expectations. Lead cross-functional project teams and ensure clear assignment of responsibilities. Drive execution of tasks to meet project milestones and deadlines. Facilitate problem-solving and decision-making throughout the project lifecycle. Track progress using appropriate tools and techniques. Monitor performance against scope, schedule, and budget. Identify variances and initiate corrective actions when necessary. Maintain open, effective communication with stakeholders including clients, internal teams, and senior leadership. Provide regular status reports, updates, and escalate issues as needed. Host project meetings to ensure team alignment. Allocate project resources effectively, including personnel, tools, and equipment. Coordinate with department leads to secure necessary support. Monitor resource utilization and address capacity constraints. Identify potential project risks and develop mitigation strategies. Continuously assess risk throughout the project lifecycle. Take proactive measures to minimize project disruption. Ensure project deliverables meet defined quality standards and stakeholder expectations. Conduct reviews and validations at key stages. Implement lessons learned and best practices for continuous improvement. Comply with all company policies and procedures. Maintain regular and punctual attendance. Other Job Duties and Responsibilities: Performs other related duties as assigned. Supervisory Responsibilities: This position is an individual contributor. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Proven experience managing complex projects, preferably in BPO or mortgage operations. Strong understanding of project management methodologies (Agile, Waterfall, etc.). Excellent communication, leadership, and organizational skills. Ability to manage multiple projects simultaneously in a fast-paced environment. Proficiency with project management tools (e.g., MS Project, JIRA, Asana, Smartsheet). Experience in the BPO industry and/or mortgage sector. Education and/or Experience: Ex) Bachelor’s Degree from a Four (4) year College or University in · Business, Project Management, or a related field. 5+ years of project management experience required. Experience working with cross-functional teams and external clients preferred. Certificates, Licenses, Registrations: PMP, PRINCE2, or similar certification preferred. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Equal Employment Opportunity: The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act: Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities: The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization. Moder is an engine for business efficiency and growth, creating and supporting technology and mortgage service solutions. We specialize in outsourced technology, business processes, and customer communication. By operating as an extension of customers’ teams, we help businesses expand, thrive, and succeed.

Manage operations support staff, ensure compliance with mortgage verification processes, monitor workflow and service levels, conduct quality reviews, and serve as escalation point for operational issues. | Bachelor's degree or equivalent experience, 3-5 years mortgage industry experience, knowledge of federal/state regulations, strong communication and organizational skills, and supervisory experience. | Summary The Manager, Operations Support will manage a staff of existing and new personnel. This individual will coordinate the operational and personnel issues within the operations and serve as a secondary escalation point for all Operations Support Functions that arise in the process to Fulfill 3rd Party Verification Orders during the Origination Phase of the loan. The Operations Support Manager will effectively manage the workload to meet or exceed established service levels and work with department managers to ensure all staff is properly trained in all areas of Call Center Operations Support. The manager will also perform quality reviews of Operations Support performance for existing and new staff. Essential Job Functions: Responsible for maintaining Employee hours and timecards for local and remote staff Monitor Departmental file flow to ensure SLA's are consistently met or exceeded. Ensure All Verification Products are ordered and received in compliance with Freedom Policies, Agency Guidelines, Federal and State Regulations Work with Third Party Provider’s Operational Teams to ensure Workflow is moving quickly and correctly. Monitor workload and redistribute when necessary to maintain established service levels and ensure a positive customer service experience. Monitor and distribute daily, weekly and monthly production scorecards and quality review reports Perform sporadic QC spot checks on individual pipelines and provide feedback to staff Coordinate weekly pipeline review sessions with each employee Serve as escalation point for issues/concerns which need immediate attention. Conduct weekly Meetings with entire staff Ensure Corporate Trainings are Completed in a Timely Manner Maintain regular and punctual attendance Other Related Duties: Performs other related duties as assigned. Supervisory Responsibilities: This job is responsible for Managing a team of Title Reviewers, Team Leads and Supervisors Education and/or Experience: Bachelor's degree (B.A.) from four-year College or University; or 5-7 years related experience and/or training; or equivalent combination of education and experience. 3-5 Years Mortgage Industry Experience is Required Job candidates should have demonstrated abilities to exceed goals, provide excellent customer service, build long Knowledge of pertinent federal, state and local codes, laws and regulations. Demonstrated communication, telephone and organizational skills. Strong knowledge of Title Industry preferred Knowledge of additional mortgage programs a plus (ie, FHA, Conventional, 203K, VA, Homestyle, Sonyma, etc). Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Customer Service Relationships: Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers. Work Complexity: Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents. Work Environment: Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Equal Employment Opportunity Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization. Moder is an engine for business efficiency and growth, creating and supporting technology and mortgage service solutions. We specialize in outsourced technology, business processes, and customer communication. By operating as an extension of customers’ teams, we help businesses expand, thrive, and succeed.