Sr. Home Lending Advisor- Palo Alto- CA

CORE COMPETENCIES:

Sales Skills – developing a rapport with a customer, presenting recommendations with credibility and confidence, creating a sense of urgency, and closing the deal.

Networking Skills – initiating and building win-win relationships with Branch partners, financial professionals, realtors, developers, past customers, attorneys, and the like to source business and best serve the customer.

Communication Skills – explaining financial concepts, application requirements, and Underwriting processes to all types of customers from the investment savvy to the naïve/inexperienced.

Critical Thinking – understanding the customer’s need, circumstance, and context and their implications for application and approval; and designing custom solutions to best meet each customer’s needs.

Time Management – prioritizing activities and scheduling time effectively; demonstrating discipline and focus without supervision or prodding; organizing work flow and tracking progress to ensure the receipt of accurate and complete information and documentation when it is needed; and juggling leads from multiple methods/sources.

Technologically Savvy – navigating through multiple systems in a windows environment; effectively and efficiently extracting information from automated databases and files; and leveraging technology and software in managing networks, pipelines, and applications.

Self Reliance – holding oneself accountable to high standards of production and quality; doing what needs to be done when it needs to be done; being willing to work independently and to be held accountable for individual goals and targets.

Patience – investing time to build trust and credibility with customers, prospects, leads, and referral sources; understanding the need to cultivate relationships and interactions even though not all will result in a sale.

Emotional Resilience – remaining positive and productive even in the face of setbacks and obstacles; offering alternatives and options when original proposals/ recommendations are rejected; and accepting rejection and criticism without becoming defensive or discouraged.

Flexibility – changing focus, priority, or approach based on customer feedback and reaction; readily adjusting to and accepting changes in products, procedures, technologies, processes, and compensation plans; and changing approach in response to market trends. 

Knowledge of Mortgage Banking – knowing how mortgages work, their legal requirements, their various elements and characteristics, their processing, and how to assemble and structure a loan. 

Product Knowledge – in-depth understanding of various mortgage products, their features and characteristics, and how to identify the best product for the customer, situation, and/or context.

Quality Orientation – understanding lending requirements and their implications for loan application and processing; attending to all details to ensure loan processing is as efficient as possible; and ensuring that product solution is best of service, and profitable with minimum risk.

Relationship Orientation – having a customer-centric and partnership-oriented focus – working with others to get loans originated, structured, and processed as effectively and efficiently as possible for the customer.   It includes being friendly and warm, finding a common ground and/or purpose, and building a rapport with others.

Financial Insight – understanding the calculations involved in structuring a mortgage, what the values mean, and why they may change during the application process. 

Professional Credibility – following through with commitments and promises; sharing information that is accurate and honest; being willing to admit errors and to acknowledge limitations; and making recommendations that best serve the customer.

Drive – being willing to put in the hours needed when needed; consistently using time productively; setting and meeting challenging targets and goals; developing extensive and varied networks.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Develop and strengthen partnerships and referral sources by meeting with branch customers to start a conversation, share information, and explore how Chase products meet their needs; participating in branch huddles and events to share updates and information; coaching referral partners (e.g., Relationship Bankers, Financial Advisors, Business Bankers) on mortgage products and services; and keeping the Branch Manager and all branch partners up-to-date on prospects, referrals, and pending applications.

Source the business by cultivating leads, initiating customer interactions and conversations, meeting with customers, maintaining visibility in the marketplace (e.g., attending closings, hosting homebuyer seminars, participating in community events, attending open houses), and developing relationships with external referral partners (e.g., realtors, builders, attorneys, insurance agents, cpas).

Manage the book of business by maintaining contact with existing mortgage customers, following up regularly, exploring opportunities and future needs, verifying value and satisfaction, and solidifying the customer relationship with Chase.

Identify best product solution for each customer by asking the customer questions about needs and interests; listening to and addressing customer concerns and reservations; knowing Chase products, and their advantages and characteristics; considering Underwriting and pre-approval requirements; and recommending the products that best meet customer needs. 

Produce high quality loans by gathering all the information required; ensuring compliance with current lending guidelines and Chase policies; managing risk and customer expectations; coordinating with partners and stakeholders from application through closing; tracking progress; troubleshooting problems and tackling obstacles; following up on status and deadlines; and escalating when needed.

Partner with the customer by establishing trust; focusing on the relationship not just the sale; serving as the single point of contact for the customer from application to closing; explaining financial terms and loan requirements; following up regularly to update on status, progress, and next steps; working together to solve problems and address needs; and building satisfaction and loyalty.