Non-Agency Scenario Desk Specialist

📋 Description

• • Provide daily loan support to company employees via ticketing system, inbound phone calls, and email for underwriting and loan scenario-based inquiries.
• • Review and respond to general underwriting scenarios to ensure compliance with investor and agency guidelines.
• • Assist Loan Officers and Loan Processors in determining loan eligibility and interpreting complex lending policies.
• • Analyze intricate income documentation, including personal and business tax returns, and perform qualifying calculations for loan approval.
• • Recommend alternate loan structuring options based on different investor guidelines to meet borrower needs.
• • Create and maintain technical documentation, including “how-to” guides, FAQs, and system references to support internal teams.
• • Track and manage task completion within the ticketing system to meet established turn-times and performance metrics.
• • Participate in Underwriting, Regional, and Sales department meetings, and lead discussions when required.
• • Deliver training and guidance to Sales and Processing staff on underwriting policies, documentation requirements, and scenario resolution.
• • Collaborate cross-functionally with team members and other departments to ensure consistent application of underwriting standards.
• • Maintain current knowledge of all underwriting guidelines, investor requirements, and regulatory changes affecting loan products.
• • Maintain all applicable Underwriting designations and certifications as required by company policy and industry standards.
• • Serve as the central point of contact for Loan Officers and Loan Processors seeking clarification on complex loan scenarios.
• • Ensure customer satisfaction by providing accurate, timely, and comprehensive responses to underwriting questions across all regions.
• • Interpret and apply guidelines from multiple agencies and investors to resolve non-agency loan scenarios.
• • Document all interactions, decisions, and recommendations in the ticketing system for audit and compliance purposes.
• • Identify recurring underwriting challenges and contribute to the development of standardized solutions and knowledge resources.
• • Support continuous improvement of underwriting processes through feedback, documentation updates, and training initiatives.
• • Respond to escalations involving complex income scenarios, self-employment documentation, and non-traditional credit profiles.
• • Ensure all guidance provided aligns with company policies, investor overlays, and federal lending regulations.