Reverse Mortgage Intake Specialist

Intake Specialist – Job Description Under the general supervision and direction of the Processing Manager, the Intake Specialist is responsible for verifying data integrity, gathering files, and indexing documentation in the Loan Origination System and Document Management System. This role focuses on optimizing workflows to support smooth, fast, and accurate loan processing. Responsibilities Ensure timely and accurate processing of case number requests, transfers, and cancellations from originators and/or partners. Complete setup tasks for loan submissions from all channels to be assigned to processing. Escalate and troubleshoot bottlenecks in the intake process to ensure smooth workflow and timely closings. Upload and index file documentation into the LOS and Document Management System, ensuring accuracy and completeness. Maintain strict adherence to confidentiality protocols and regulatory compliance across all client files and communications. Advocate exceptional customer service by resolving escalated client concerns and ensuring a positive borrower experience. Collaborate with internal departments to enhance communication strategies and client satisfaction. Work well under pressure, meet multiple and sometimes competing deadlines, and demonstrate professional behavior with colleagues and supervisors. Communicate effectively to provide clear updates and manage expectations in a professional and courteous manner. Perform other duties and/or company‑related tasks as assigned by management. Key Performance Indicators (KPIs) Standard requests: ≤ 24 hours; Priority cases: ≤ 4 hours. Communication: Acknowledge all team/partner emails within 4 business hours; return calls the same business day. Loan Setup Turnaround Time: Setup of new loan within ___ hours of submission. File Documentation Accuracy: Accurate indexing and uploading of loan documentation. Training Participation & Skill Development: 100% completion of mandatory training by deadlines. Compliance: Zero Significant/Material compliance findings in internal or external audits. Confidentiality Breach Incidents: Maintain strict adherence to data security protocols. Compensation $23.60/hr - $27.40/hr Benefits TMAC offers a full range of benefits for you and your qualified dependents. #J-18808-Ljbffr Traditional Mortgage Acceptance Corporation (TMAC)