Rockland Trust is currently seeking a full time Home Equity Customer Liaison II. This position is responsible for analyzing incoming Home Equity line and loan applications generated by customers through the on-line channel; contacting the applicants by phone with follow up email; ensure the appropriate product is selected to meet the customer’s need; promote the digital process and technology and encourage usage to applicants. This individual will be the first point of contact to welcome applicants to RTC; be the product/process expert and customer support person to explain process, and provide guidance on self-service channels including the online customer portal.

Responsibilities include but are not limited to:

• Application Review - Review incoming home equity loan and credit line applications received online to gain understanding of loan scenario. Have a strong knowledge of Home Equity products, the ability to understand and communicate multiple direct mail offers and different pricing options.
• Compliance - Review compliance components including HMDA, REG B, Flood, SAFE ACT, FACRA, FACT ACT, ECOA, TRID, QM, Fraud Alerts and Fair Lending applicable to Rockland Trust’s Home Equity application process.
• Loan Preparation – Independently take the lead and be fully responsible to assist borrowers with accurate and easy to understand information regarding all Home Equity products, pricing, promotion, digital process and technology. In addition, have a full understanding of our loan process and the ability to explain from application to closing, all while providing exemplary customer service. Prepare loan/line applications by working with applicant(s) and other business partners through all channels to gather information to ensure a complete, accurate and quality file is sent for processing all while meeting all regulatory and timing requirements.
• Customer Service - Communicate with customers by phone, email and through a customer portal to

provide prompt, accurate internal and external service. Ensure customers receive exemplary service from a caring professional who provides advocacy, stability, and knowledge in fulfilling their financial needs.

• Communication – Provide guidance and training to applicant(s), business partners, vendors and customers regarding process, products, use of technology and regulatory requirements. Actively promote the use of digital enhancements and technology. Answer incoming calls to the department with an informative, professional and empathetic response.
• Be an individual contributor by working independently providing constant follow up on multiple files with minimal supervision.
• Fully supports in actions and words Rockland Trust’s Vision, Mission, Core Values, and Service Standards
• Performs other duties as assigned.
  

Required Skills:

• An understanding of LTV/CLTV and DTI ratios and familiarity with Consumer/Home Equity and Mortgage lending documentation.
• Ability to actively demonstrate and promote technology and self-service channels to internal and external customers
• Strong Home Equity product knowledge and strong knowledge of the digital process and technology to promote usage to applicants.
• Ability to work independently and prioritize daily work to meet deadlines.
• Excellent interpersonal, written and verbal communication skills, to provide exemplary service to our internal and external customers.
• Ability to troubleshoot customer issues and provide follow through to ensure quick resolution
• Ability to establish and maintain effective working relationships with team and business partners.
• Responsible to achieve and exceed daily goals.
• Proficient knowledge of Microsoft office products.
• Familiarity with loan origination and loan document software.
• Must be a detail-oriented individual with strong analytical and communication skills.

Required Experience:

• Position requires a minimum of four years Home Equity processing/lending experience
• Strong understanding of Home Equity and Consumer Loan Products and documentation
• Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and must maintain registration with NMLS as a registered Mortgage Loan Originator.
  

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.