Home Equity Lending Specialist - Chandler, AZ

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Job Description:
This job is responsible for working in a national inbound contact center and providing comprehensive home equity lending guidance and solutions to prospective borrowers. Key responsibilities include taking client calls to uncover their life priorities, financing objectives, and home equity lending needs, and structuring home equity loan solutions by leveraging defined processes and tools. Job expectations include connecting with clients to execute consistent follow-up routines and partnering with key functions to proactively manage priority milestones. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since this position requires SAFE Act registration, employees are required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.

Responsibilities:

• Provides end-to-end comprehensive lending guidance and solutions to prospective borrowers by uncovering their life priorities and determining client financing objectives
• Answers inbound calls and make outbound calls to provide new and existing clients with guidance and advice to uncover lending needs and assist them with determining the best solution
• Works with clients and business partners throughout the loan process to ensure consistent client communication and follow ups are conducted
• Partners with key functions across home lending to proactively manage priority milestones within the loan process
• Maintains and applies knowledge of home equity lending policies, procedures and regulatory requirements, changing market conditions, and business trends to prospective and existing bank clients when providing sales and service solutions
• Recommends additional bank products based on client's needs through partner referrals
• Demonstrates a commitment to professional ethics, conforms to all Federal and State compliance policies, and adheres to Home Mortgage Disclosure Act (HMDA) requirements

Required Qualifications:

• 1+ year of customer facing and/or customer contact center experience

• Has a strong relationship-deepening and client care mentality

• Actively listens to the client to determine their needs and goals and has a desire to interact with clients proactively

• Has an ability to assess client needs and recommend products or services

• Has an ability to learn all platform systems utilized within the environment and/or aptitude in system technologies

• Has an ability to work under pressure during high volume periods

• Has an ability to build and maintain positive rapport with service partners

• Can prioritize competing tasks

• Has adaptability and is flexible to change

• Is a strong communicator, written, oral and non-verbal

• Can be flexible to work weekends and/or extended hours as needed

• Communicates professionally, effectively and confidently and is comfortable engaging clients over the phone

• Has an ability to handle multiple business models to support changing business needs

• Works effectively with business partners to expedite post-sale issues or problem resolution

• Has the ability to effectively balance performance, operational risk, and client relationship care

• Demonstrates a commitment to professional ethic and is thorough and thoughtful in incorporating relevant regulatory due diligence as well as complying with all Federal and State Compliance policies

Desired Qualifications:

• 1+ years of sales experience

• Thorough knowledge of mortgage products and programs

• Experience analyzing complex financial and credit data used to advise clients of product/pricing policies and guidelines, as well as gathering any required information or documentation

• Knowledge of processing, underwriting, and closing procedures, and federal lending regulations governing real estate lending

• Strong consultative skills including the ability to ask critical questions to identify opportunities We're a culture that

• Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals

• Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world

• Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.

• Is committed to advancing our tools, technology, and ways of working. We always put our clients first to meet their evolving needs

• Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

Skills:

• Attention to Detail

• Client Solutions Advisory

• Customer and Client Focus

• Oral Communications

• Written Communications

• Client Management

• Loan Structuring

• Pipeline Management

• Problem Solving

• Collaboration

• Credit Documentation Requirements

• Critical Thinking

• Referral Identification

• Referral Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
1st shift (United States of America)

Hours Per Week:
40

Learn more about this role

Transcript

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[Music in background throughout]

At Bank of America, I get to help our valued clients every day.

On screen copy:

Lending Specialist

As a Lending Specialist, my job is to uncover client needs and match them with lending products and services.

[Lending Specialist wearing a headset, speaking with clients over the phone.]

Throughout the entire loan process, I'm the point of contact for my clients.

On screen copy:

A part of huge milestones in my clients' lives

The most fulfilling part of my job is that I get to be part of such a huge milestone in my clients' lives and help them reach their financial goals.

I also look for opportunities to deepen each client's relationship with Bank of America by introducing them to my partners for other financial needs.

Bank of America is focused on client care and gives me the support I need to help clients through every financial stage.

As the lending expert, my clients depend on me to help them through the loan process.

Fortunately, I have access to industry-leading sales tools and technology to help grow my business and online resources that help me find the information I need.

At times, it's important for me to manage my business pipeline by contacting clients, following up with realtor partners and staying current on training.

I get one-on-one coaching from managers who care about helping me reach my goals.

I also get a lot of support from my close-knit team. We encourage and mentor each other along the way, sharing successes and helping each other grow and develop.

[Lending Specialist speaking in a team meeting. Listening to an instructor in a classroom.]

On screen copy:

Trained by the award-winning Academy and Bank of America

On screen copy:

The Academy at Bank of America

Dedicated Support

Dedicated Training Time

Classroom Training

I was set up for success from day one with the onboarding I received through the award-winning Academy at Bank of America. There was dedicated support, dedicated training time and classroom training.

I am always learning. From my first day to today, The Academy has equipped me with all the knowledge, skills and resources I need to help me be more successful and build a long-term career here.

On screen copy:

Competitive Benefits

• Paid Time Off

• Tuition Reimbursement

• 401(k)

• Health, Dental & Vision

• Career Planning

• Child Care Reimbursement for Income-Eligible Employees

I am thankful to work for a company that promotes inclusion and understanding and that truly cares about me with great benefits like child care and tuition reimbursement.

I know Bank of America is invested in helping me reach my full potential, so I can help my clients reach theirs.

We all have goals. Pursue yours at Bank of America.

On screen copy:

Bank of America ® logo

Learn more: bankofamerica.com/Careers

On screen disclosures:

Bank of America and its affiliates recruit and hire qualified candidates without regard to race, religion, color, sexual orientation, gender, gender identity, age, national origin, ancestry, citizenship, protected veteran or disability, or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concepts of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. We also prohibit discrimination on other bases such as ancestry, medical condition, or marital status under applicable laws. Candidates must possess authorization to work in the United States, as it is not the practice of Bank of America to sponsor individuals for work visas.

Bank of America, N.A. Member FDIC. ©2023 Bank of America Corporation.

[End of transcript]

MAP-7737753 Exp- 10/25/2026