As a Field Sales Community Home Lending Advisor, you will build relationships with customers both inside and outside the branch and work to expand your customer base via contacts in the community.
This sales role expects strong production results, with a particular focus on serving customers in low-and-moderate income and minority communities.
Your exceptional interpersonal skills and dedication to customer service will be vital throughout the originations process where you will be the customer’s primary point of contact.
A successful Community Home Lending Advisor will acquire new clients by actively seeking referrals inside and outside the branch.
External sources like realtors, nonprofits, consumer groups, housing agencies, and others will be key to your success.
You will take a lead role in creating an outstanding customer experience.
You won’t be alone: your colleagues will provide you exceptional support as you partner with other specialists such as Affordable Lending Relationship Managers, Community Relationship Bankers, and Community Relationship Managers, ensuring our customers have access to experts who can help them with specialized financial needs.
Business Description Chase is one of the largest U.S.
providers of banking, lending, treasury, wealth management and investment services.
Chase serves 50 million customers, including consumers, small businesses, mid-size companies, corporations, financial institutions, nonprofits and governments.
Chase’s Home Lending business is a national leader in originations and servicing, with 7 million mortgages representing a combined balance of $1 trillion.
Chase’s Home Lending business delivers an unmatched customer experience through building lasting relationships, exceeding expectations, being courteous and professional, doing the right thing, and owning customer inquiries from start to finish.
Core Competencies Sales Skills
– creating a rapport with customers, presenting recommendations with credibility and confidence, instilling a sense of urgency, and closing the deal.
Networking Skills
– initiating and building win-win relationships with realtors, developers, nonprofits, community groups, housing agencies, consumer advocates, branch partners, past customers, 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 financially 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 Home Lending
– 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.
Particular expertise required in low down payment products, including conventional, FHA, VA, down payment assistance programs, and others.
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 (in order of importance) Originate mortgage and other home lending products based on a variety of business sources including bank referrals and external community partners.
Particular focus on low-and moderate income and minority community lending opportunities.
Develop and strengthen community partnerships and referral sources by building relationships with nonprofits, community advocates, civic/professional organizations and with branch customers to, share information, and explore how Chase products meet the needs of the community and customers.
Build customer awareness and educate potential customers in homeownership options that Chase provides.
Working with assigned branches, participate in branch huddles and events to share updates and information with internal referral partners (e.g., Community Relationship Bankers, Financial Advisors, Business Bankers) on mortgage products and services.
Keep 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, nonprofits, community groups, civic/professional organizations, builders, etc.).
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; knowing and leveraging local housing assistance programs and grants to assist customers in qualifying for down payment and closing cost assistance; considering underwriting and pre-approval requirements
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
Identify and remain engaged with pipeline of customers “not yet ready” for homeownership through the education and counseling process until ready to apply
Serve as the single point of contact for the customer from application to closing
Explain financial terms and loan requirements
Follow up regularly to update on status, progress, and next steps
Work together to solve problems and address needs; and build satisfaction and loyalty
Knowledge and Experience
Five years of proven mortgage sales experience required
Deep knowledge of external referral sources e.g., realtors, nonprofits, community groups, civic/professional organizations required.
Ability to build new referral networks.
Bachelor’s degree or equivalent work experience in sales and/or real estate required
Strong knowledge of low down payment products; FHA sales experience pre