Client Support Representative

About JMAC Lending:

With over 25 years of experience, JMAC Lending has been dedicated to enhancing the client experience through our cutting-edge products, outstanding service, and unwavering support. We are committed to empowering our partners and driving business growth together. Our culture is centered around exceeding current market options, making us the preferred lender for our clients. Our team boasts impressive credentials and engages in continuous learning, ensuring a perfect blend of knowledge and expertise. Built on a foundation of ethical integrity, our company efficiently and skillfully delivers competitive product pricing for both wholesale and correspondent lending, prioritizing our clients' needs.

The Opportunity:

JMAC Lending is in search of a dedicated Client Support Representative. This exceptional individual will play a vital role in guiding and training our customers on using the broker portal and navigating the loan process. You will serve as the liaison between our valued customers, operations, and account executives, fostering collaboration and seamless communication. Your contributions will be key in cultivating and nurturing strong relationships with our brokers, driving sales growth along the way. A commitment to delivering 100% customer satisfaction is essential!

This is a Full-Time opportunity offering competitive pay ranging from $20-$22 per hour.

Key Responsibilities

• Serve as a vital link between brokers and our operations team
• Support brokers with technical inquiries concerning imports, registrations, disclosures, uploads, pre-lock processes, and loan submissions
• Ensure clients are included in the daily rate sheet distribution
• Provide assistance to brokers through various online platforms including Client Support, Live Chat, Phone, or Email
• Lead and facilitate engaging webinar training sessions to onboard new brokers and potential prospects
• Communicate effectively with and assist customers, guiding them through the broker portal and the loan process
• Uphold the confidentiality of all employee and company information
• Set up and continually manage broker information in Salesforce and LQB (LOS System)
• Enhance the Broker department's efficiency by establishing new client logins
• Identify opportunities and challenges, taking proactive measures to resolve issues or seize opportunities
• Be prepared for potential overtime as needed
• Execute other assigned duties as required

Special Instructions

• Does not contact or have any kind of communication with borrower(s) directly or indirectly
• Does not quote rates to brokers (Refer brokers to JMAC Lending website for current rates or Account Executives)
• Does not perform any duties beyond listed items above unless directed by management

Requirements

• High School degree or equivalent
• Some knowledge and working history within the mortgage/lending industry
• Strong speaking and listening skills
• Ability to perform focused work with close attention to detail
• Display effective interpersonal skills sufficient to build positive, productive and effective professional working relationships
• Excellent oral & written communication skills
• Professional, upbeat & courteous phone skills
• Desire to take personal responsibility to complete tasks & solve problems
• Ability to perform tasks & complete projects with minimal supervision

Benefits

• Comprehensive Health Care Package (Medical, Dental & Vision)
• Life Insurance Options (Basic, Voluntary & AD&D)
• Generous Paid Time Off (Vacation & Holidays)
• Retirement Savings Plan (401k)
• Short-Term & Long-Term Disability Coverage
• Family Leave Benefits
• Wellness Support Resources

JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin.

DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.