Exception Handling (Remote)

Customer Advocate, Exception Handling – Mortgage

Job Description

This role involves re-processing loans that are rejected, ensuring compliance with mortgage lending and applicable investor guidelines. The Customer Advocate analyzes loan applications, assesses creditworthiness, reviews title commitments and fees, orders subordinations, and manages the loan process through closing. This position handles loans after final approval that cannot be scheduled or closed due to defects or customer objections.

Essential Skills

• Excellent customer service skills
• Ability to act as liaison between borrower, underwriter, and loan advisor
• Proficiency in noting all communication and statuses in the Loan Operating System
• Experience in contacting borrowers for outstanding documents
• Ability to validate and confirm information in the Loan Origination System
• Completion of Processing Checklists
• Escalation of loans through proper channels if necessary
• Proficiency in requesting and obtaining items from third parties
• Experience running AUS engine (DU/LP) and compliance engines
• Submission of files for underwriting approval
• Recording data on loan status using computer systems
• Achievement of funding goals
• Maintenance of assigned pipeline to meet service level agreements
• Providing feedback to Loan Credit Advisor
• Compliance with company policies and procedures
• Consistent attendance

Nice To Have

• Experience working on conventional FHA and VA loans
• 3-5 years of loan processing experience

Job Type

This is a permanent position.

Work Site

This is a fully remote position.

Work Environment

Remote. Equipment provided. Must work Monday to Friday. 8:30am-5:30pm EST

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.