Loan Advisor, HELOC

Summary:

The Home Equity Line of Credit (HELOC) Loan Advisor is a customer-focused, inside sales professional within the Call Center. Working as part of a collaborative team, HELOC Loan Advisors assist customers through both inbound and outbound sales opportunities, delivering a seamless and consistent experience from the first interaction. This role is primarily focused on the front end of the sales process by conducting consultative conversations, completing the loan application, and helping customers move efficiently toward closing whenever possible.

HELOC Loan Advisors provide exceptional service by answering customer questions, identifying the best lending solutions to meet individual needs, and ensuring a positive customer experience throughout every interaction. Because the team operates in a shared call environment, HELOC Loan Advisors work together to support customers at every stage of the process while maintaining high standards of professionalism, compliance, and teamwork.

Essential Job Duties and Responsibilities:

• Conduct needs-based conversations to understand each customer's financial goals and recommend appropriate Home Equity Line of Credit (HELOC) solutions.
• Educate customers on available HELOC options, including interest rates, Annual Percentage Rate (APR), repayment terms, and other loan features, helping them make informed decisions based on their individual financial needs and goals.
• Put the customer needs first by identifying when a HELOC may not be the most suitable option and facilitating a handoff to the appropriate team to help the customer achieve the best possible outcome.
• Delivering an exceptional experience by assisting customers through inbound and outbound HELOC opportunities, answering questions, and providing consultative guidance throughout the loan application process.
• Proactively assist customers who encounter challenges while completing their online HELOC application by resolving application issues, correcting information as needed, and providing timely guidance to ensure a smooth and positive customer experience.
• Identify and troubleshoot customer, application, and process-related issues, collaborating with the Operations team and other business partners to promptly resolve concerns and escalate issues when additional support is needed.
• Builds relationships with both internal and external customers.
• Is responsive to customer needs and expectations.
• Exhibits professionalism and takes pride in work when dealing with the customers.
• Utilizes Freedom Mortgage training materials, reference tools and other resources to provide accurate and up-to-date loan program/policy information to both external customers and internal business partners.
• Ensures exceptional customer experience by overseeing the loan process from origination to close and providing on-going communication to customers and business partners.
• Oversees and ensures successful completion of all assigned Mortgage Loan Originator Training activities.
• Understands and complies with requirements of applicable federal and state laws and regulations.
• Has excellent communication skills and is clear and concise when speaking with customers.
• Continually meets and/or exceeds the Sales KPIs set by Management for Productivity and Quality Assurance
• Self-starter, goal-oriented sales professional who is focused on providing the highest level of customer service to our customers.
• Developing knowledge of the mortgage industry, products, lending practices, and regulatory guidelines.
• Strong negotiation and time management skills. Excellent communication skills, both verbal and written. Computer skills with ability to learn loan origination systems and automated underwriting systems.
• Adheres to shift requirements.
• Must live within a reasonable commuting distance from a Freedom Mortgage call center/licensed branch (typically within 75 miles).
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• High School Diploma required.
• Experience with Home Equity Line of Credit loan products, systems, and processes
• At least one (1) year of mortgage sales experience.

Certificates, Licenses, Registrations:

• NMLS/SAFE, at least 1 active license or at a minimum the ability to be licensed without having to retake the SAFE exam

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

About Us

For over 30 years, Freedom Mortgage has helped millions of Americans achieve their dreams of homeownership and financial betterment. The wellbeing and improvement of our customers’ lives and the communities in which they live fuels our ambition. We’re driven by boundless stamina and an unwavering focus on continuous collaboration, relentlessly seeking the right solutions for every customer and every loan every day.

Here at Freedom, we’re ambitious, restless, and hungry to reach new heights for our customers and for ourselves. We’re deeply committed to caring for the communities in which we work. Focused and determined, we’re wired to help our customers and each other as we continue to achieve incredible results.