Job description

• Implement the strategies and techniques used to ensure that customers have a positive experience with the organization and its wide range of products and services at each milestone during the application process.
• Knowledge of and ability to implement effective strategies and activities that promote long-term customer loyalty.
• Manages file flow from MLO to processing to underwriting. Reviews underwriting conditions with underwriter and processor and then effectively communicates those items to customers, realtors and builders.
• Works with MLO, customers, attorneys, realtors, and builders to ensure all parties are informed on the status of every application. MLOA will be responsible for a minimum weekly update to all parties involved on the transaction to ensure effective communication and excellent customer service. Will be responsible for coordinating all closings with vested parties.
• Assists Loan Officer to promote WesBanco both internally and externally with Centers of Influence (COI's)
• Will be responsible for 2 week and 2 month follow ups with all pre-approved apps
• Ability to build and use effective working relationships within own department and across department, functional, and geographic reporting lines.

• Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
• Be the content expert on all the programs and products offered by WesBanco, as well as the overall mortgage industry.
• Listen to the needs of customers and guide them through the process effectively, with input from the MLO and entire support team.
• Assist the MLO in completing loan applications, inputting complete and accurate information in the Origination System currently utilized by WesBanco Bank.
• Obtain all necessary documentation specific to the product, program and specific needs of the client.
• Review customer provided documentation to insure it meets all industry standards, review customer credit and analyze overall information to insure that any unanswered questions are documented and provided.
• Deliver a complete application electronically to processing partner, along with signed disclosers and all required customer provided documentation within 5 days of application.
• Review realistic expectations and timeline with the customer during the initial application process.
• Conduct weekly pipeline calls with MLO, processor and/or team to insure all information is shared, and all needs are identified with what is needed, who is responsible to satisfy need, and when will it be completed.
• Maintain and update CORE sales stage information to insure the referral source can see the progress of the referral.
• Accurately maintain and utilize WesBanco's Customer Relationship Management (CRM) system to stay in touch with past clients and referral sources. Work with the MLO in prioritizing and utilizing the CRM system to grow relationships and opportunities.
• Complete clerical functions as directed to support and effective mortgage process for the customer, MLO, processor, underwriter and closer.
• Insure effective service to the customer, MLO, processor, underwriter, and closer, as well as Bank staff and referral sources, such as Relators, Builders, etc.
• Ability to multi-task under sometimes stressful conditions
• Ability to calculate figures and amount such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Must maintain a current and active NMLS number
• Must be proficient in basic systems such as Microsoft Word, Excel and Power Point, along with demonstrated abilities to learn and effectively utilize other systems necessary to serve the customer.

• Associate's degree or equivalent from a two-year college or technical school
• Six months to one year related experience
• Combination of education and experience

• Must provide exceptional, professional service to mortgage customers, underwriters, processors and closers.

• Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers.

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