CHL Specialist
Farm Credit Services of America - Casper, WY

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REPORTS TO: Regional Vice President–Country Home Loans

POSITION SUMMARY:
Provide sales support for Country Home Loans. Direct and perform loan-closing function for the Country Home Loans team which includes all non-credit issues from the point of loan approval through loan finaling. Responsible for sales pipeline activities; including mining the portfolio and identifying prospects, coordinating pre-application and sales activities, and planning marketplace sales events and strategies. Accountable for application processing, coordination, and closing once an application is submitted. Complete verifications and monitor conditions. Maintain understanding of and ensure compliance with all regulations and procedures associated with loan closing. Develop and maintain strong working relationships with customers by providing consistent high quality service that is timely, thorough, and responsive to customers and exceeds their expectations. Work in a team environment to accomplish team goals.

EMPLOYEES SUPERVISED:
None

DUTIES AND RESPONSIBILITIES:
Essential functions of the position include, but are not limited to:

1. Loan Closing: Direct and perform loan closing function for the team from the point of loan approval through loan finaling. Coordinate and prioritize workload for loan closing activities. Responsible for contacting realtors, attorneys, etc. to ensure correct documents are available for closing. This includes: document preparation, authoring appropriate communication, initiating title work, resolving title exceptions, pre-closing conditions, scheduling, coordinating and leading closing meetings, confirming the accuracy of pricing and fees, ordering lien searches, recording and filing documents, and finaling the loan. Work with third-party vendors and available retail team members to close loans outside of the primary retail office.

Level 15: Accountable for risk associated with unresolved title exceptions.

Level 16: Accountable for risk associated with unresolved title exceptions. Demonstrate expertise in loan closing activities. Independently handle moderately complex issues.

Level 17: Accountable for risk associated with unresolved title exceptions. Consistently and independently handle even the most complex issues (i.e. multiple borrower/multiple collateral loans).

2. Active member of the marketplace sales team responsible for the following sales pipeline activities:

Mining the portfolio and identifying prospects: Proactively utilize information from internal and external databases and websites to identify sales activities for Country Home Loans products. Look for data to support cross-selling opportunities. Align data mining with needs of marketplace and Country Home Loans business plans.

Pre-Application and Sales Activities: Assist with coordination of marketplace and Country Home Loans sales meetings, and participate in sales meetings if needed. Partner with Country Home Loan Officers to gather and organize customer information for pre-call planning. Assist in development of sales presentations. Tailor loan proposals. May be involved in some sales calls.

Plan and coordinate marketplace sales events and strategies: Develop agenda and invitation list for sales events. Coordinate local direct mail campaigns. Leverage all corporate media plans, sales brochures, farm and trade shows, promotional efforts and other marketing tools. Ensure the most current marketing materials are utilized. Assist the Marketing and Communications Team with developing new materials. Serve as a resource to Country Home Loan officers in developing advertising and public relations plans. Coordinate ad placements, serve as a contact person for local media representatives and coordinate news releases. Level 17: Consistently and independently identify sales opportunities. Demonstrate exemplary customer relationship process and business development skills.

3. Loan Application Processing and Coordination: Coordinate process from application submission through closing. Identify customer priorities and ensure understanding of priorities by all team members serving the customer. May gather financial information, process interest rate exceptions, and interact directly with the customer regarding the application. Assist with input of applications and appraisal requests as needed. Customer follow-up to gather information, verifications, or discuss next steps. Utilize in-depth knowledge and experience to identify and issue general conditions not noted by Underwriting. Make the final determination when a file is clear to close by ensuring all conditions are met. Ensure pipeline information and electronic loan file information are up to date and accurate. Level 17: Exemplary level of coordination and prioritization in managing application process. Consistently contribute in a manner that exceeds customer expectations. High level of direct contact and involvement with customers throughout the loan application process.

4. Customer Service: Serve as primary customer contact in the absence of the CHL Officer, which may include discussing loan terms, interest rates, and conditions. Establish, develop, and maintain strong customer relationships by providing a consistent quality level of service that is timely, thorough, and responsive to the needs of the customer. This includes face-to-face interactions, telephone communications, written correspondence, and electronic communication. Receive and begin processing initial application and loan servicing requests from borrowers. Take ownership of the issue until resolved to the customer's satisfaction, which may include involving other team members. Responsible for assisting in the identification of future customer needs. Seek cross-selling opportunities.

Level 16: Consistently achieve results in cross-selling core products. Initiate and process loan conversions within delegated authority. Maintain relationships with key vendors and influencers.

Level 17: Consistently achieve results in cross-selling core products. Initiate and process loan conversions within delegated authority. Meet with applicants and customers in the absence of the CHL Officer to discuss application and/or loan servicing needs. Effectively communicate initial credit requirements and loan status to applicants and Country Home Loan Officers.

5. Complete financial, legal entity and fraud verification as it relates to loan applicants.

6. Monitor post-closing activities associated with the loan transaction, including monitoring and disbursing construction loans.

7. Provide back-up for other Country Home Loan Specialists to accomplish workload in a timely manner to meet customer expectations.

8. Provide back up to the Customer Service Coordinator (CSC) position, including but not limited to answering phones, assisting with walk-in traffic, and handling loan accounting.

9. Provide back up to the Closing Specialist position, including but not limited to closing Retail real estate transactions.

Additional functions of the position may include:
1. Tech Coach: Serve as a technology resource for the retail office team by assisting with minor questions regarding new technology, workstations, software, and printers. Interact closely with Omaha technical support staff to implement technological changes and enhancements. Inform technical support staff of common issues/problems. Perform assigned procedures to backup the office server and serve as a primary contact for on-site vendors (Dell, QMS, QWest, etc.).

2. Customer Relationship Management (CRM) Champion: Create desire for CRM by the marketplace team. Is an advocate of customer relationship management. Sell the benefits of CRM and embrace the sharing of information. Act as a teacher and coach and share ideas.

3. Provide support to company initiatives and cross-functional workgroups as needed. Level 17: Consistent contribution to implementation of company initiatives and changes at the marketplace and regional level. High-level and/or frequent participation in cross-functional workgroups and company initiatives.

4. Mentoring: May mentor other Country Home Loan Specialists.

Level 17: Consistently mentor, train and/or coach Country Home Loan Specialists or other team members.

5. Perform other related duties as assigned.

JOB SPECIFICATIONS:
Level 15: High school education or equivalent required. A minimum of three to five years related education and/or experience required. Two or four year college degree or specialized training preferred. Must possess Loan Closing Certification as provided by internal legal team. Registered with the Nationwide Mortgage Licensing System and Registry (NMLS), or the ability to do so within 30 days of employment.

Level 16: High school education or equivalent required. A minimum of five years of related experience and/or education required. Four-year degree and/or specialized training preferred. Must possess Loan Closing Certification as provided by internal legal team. Registered with the Nationwide Mortgage Licensing System and Registry (NMLS), or the ability to do so within 30 days of employment.

Level 17: High school education or equivalent required. A minimum of 7years of related experience and/or education required. Four-year degree and/or specialized training preferred. Must possess Loan Closing Certification as provided by internal legal team. Demonstrate specialized job knowledge in addition to exemplary team skills and mentor role within peer group. Registered with the Nationwide Mortgage Licensing System and Registry (NMLS), or the ability to do so within 30 days of employment.

These guidelines are parameters which will assist in determining Grade assignment. Overall performance in conjunction with the performance factors outlined below will be considered in determining appropriate grade level.

Level 15: Marketplace New Money - up to $13M; Marketplace ADB - up to $35M; Marketplace CHL Closings - up to 80 closings

Level 16: Marketplace New Money - $13M-$20M; Marketplace ADB - $35M-$50M; Marketplace CHL Closings - 80-110 closings

Level 17: Marketplace New Money - $20M+; Marketplace ADB - $50M+; Marketplace CHL Closings - 110+ closings

Duties required for all levels:
  • A broad working knowledge of Farm Credit Services of America processes.
  • Knowledge of real estate transactions and consumer credit regulations.
  • Fundamental understanding and working knowledge of credit extension and administration processes.
  • Fundamental knowledge of FCSAmerica loan products and services including insurance products.
  • Ability to work independently with minimal supervision and direction.
  • Basic knowledge of financial principles and their application to credit delivery.
  • Ability to appropriately handle highly confidential materials.
  • Very high level of accuracy and attention to detail.
  • Strong human relations, written and oral skills.
  • Effective conflict resolution skills.
  • Ability to initiate, organize and prioritize work.
  • Knowledge of Association credit policies, procedures, standards and guidelines required.
  • Ability to use loan origination system, loan accounting system, and computer systems and software applications.
  • Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills.
  • Proficient in Windows environment using Microsoft Word, Excel, and Internet Explorer.
INTERNAL/EXTERNAL CONTACTS:
Extensive internal contact with Omaha team members and within lending office team and other lending office teams. Extensive contact with customers closing loans, title attorneys and title companies. Extensive contact with vendors and influencers, including Realtors, Builders, Contractors, Auctioneers, and other lenders.

MENTAL AND PHYSICAL REQUIREMENTS:
  • Ability to hear telephone conversation and face-to-face conversation to serve customers and to give and receive information from staff, vendors, outside consultants and the public.
  • Ability to understand and explain various subject matter and consult on concepts, programs, terminology and methods. Provides sound technical advice to clients and potential clients in the subject field(s) related to this position.
  • Understands and explains various subject matter and consulting concepts, programs, terminology, and methods.
  • Ability to reason, judge, compare, calculate, evaluate, decide, and critique such information as written material, numerical data, respond to customer needs and/or other related work activities.
  • Ability to complete work in acceptable timeframe and manage a variety of detailed tasks and responsibilities simultaneously and with accuracy to meet deadlines, goals, and objectives and satisfy internal and external customer needs related to the job.
  • Ability to work some irregular hours.
  • Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills.
  • Proficient in Windows environment using Microsoft Word, Excel, and Internet Explorer.
  • Ability to operate the telephone and respond to calls and in-person inquiries.
  • Ability to move about the office with occasional reaching and bending.
  • Ability to successfully interact with and represent the organization to staff, officers, board members, customers, industry specialists, and the public at all levels.
  • Ability to use a keyboard/calculator/computer. This involves reading the screen and keying/typing information.
  • Ability to use and understand various computer software related to carrying out essential responsibilities of the position.
  • Ability to travel by auto or commercial transportation (up to 5-20%) to carry out essential responsibilities.
Requirements of the job include the ability to do the work, with or without reasonable accommodations. It is the Association's policy to make reasonable accommodations for individuals with disabilities. Leadership retains the right to add, subtract or change duties of the position at any time.

This document does not create an employment contract, implied or otherwise, other than "at will" employment relationship.

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About this company
Farm Credit Services of America, based in Omaha, Nebraska, is dedicated to serving the agricultural credit, risk management and financial...