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Job Description
POSITION TITLE
Residential Lending Relationship Specialist
DEPARTMENT
Lending
ACCOUNTABILITY
Executive Vice President, Chief Lending Officer Scope of Responsibility :
Responsible for managing internally generated mortgage referrals and supporting customers through the residential mortgage origination experience from initial inquiry through application support and ongoing communication. The position works closely with branch personnel, borrowers, and internal lending staff to ensure timely follow-up, excellent customer service, and effective coordination of mortgage-related activities. The role emphasizes administrative coordination, referral management, customer communication, internal relationship development, and mortgage pipeline support while helping expand residential mortgage opportunities generated through branch and customer relationships.
Duties & Responsibilities:
Internal Referral Management & Branch Support Manage and respond to internally generated mortgage referrals from branch personnel and other bank departments. Maintain strong working relationships with branch teams to support referral growth and customer engagement. Provide guidance and support to branch employees regarding mortgage products, referral procedures, and customer identification opportunities. Conduct regular follow-up with internal staff regarding referral activity and customer status updates. Customer Relationship Management Maintain ongoing communication with customers to provide updates, answer questions, and ensure a positive customer experience. Schedule and coordinate customer appointments, consultations, and follow-up discussions. Proactively identify and help resolve customer concerns in a timely and professional manner. Support long-term customer relationship retention through consistent communication and service. Works closely with Chief Lending Officer, customers, credit and loan department personnel. Mortgage Origination Support Serves as primary point of contact for customers from residential mortgage application intake to settlement. Handles all scheduling and documentation coordination during this process. Review applications and supporting documentation for completeness and accuracy prior to submission. Coordinate externally with third party vendors to confirm and verify processing and underwriting are being completed in a timely and appropriate manner. Support loan structuring discussions by gathering borrower financial information and identifying appropriate product options. Monitor mortgage rate activity and assist with communicating rate information to borrowers when appropriate. Ensure all customer interactions, disclosures and documentation activities are handled in accordance with bank policies and regulatory requirements. Participate in ongoing process improvement initiatives designed to enhance customer experience and workflow efficiency. Administrative & Operational Coordination Maintain organized and accurate customer and referral records. Coordinate employee referral payment process. Assist with mortgage pipeline tracking, reporting, and internal workflow coordination. Market & Relationship Awareness Maintain awareness of mortgage products, market trends, and competitive offerings. Support internal discussions related to mortgage pricing awareness and customer needs. Assist with customer retention opportunities including refinance and relationship review conversations.
Knowledge, Skills & Experience:
Associates degree in finance, economics, accounting or related field preferred. Minimum of 3 -5 years of mortgage industry experience. Knowledgeable of mortgage loan products, underwriting guidelines and regulations. Proficient in mortgage software and loan processing systems. Ability to handle sensitive and or/confidential information professionally and discreetly. Thorough understanding of financial statement analysis and credit underwriting. Excellent written and verbal communication skills.
Physical Requirements:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this position, the employee is regularly required to sit or stand for prolonged periods, reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and move up to 15 lbs. Vision abilities required include close vision, distance vision, and peripheral vision. Employee will need to be able to do close-up paperwork and view computer screens.
EEO Statement:
Hebron Savings Bank provides equal employment opportunities to all employees and applicants without regard to unlawful considerations of race, creed, color, national origin, nationality, ancestry, age, sex, familial status, marital status, domestic partnership, affectional or sexual orientation, gender identity or expression, liability for military service, mental or physical disability or perceived disability, and any other classification protected by applicable state and federal laws. Reasonable accommodation is available for qualified individuals with disabilities upon request. Hebron Savings Bank expressly prohibits workplace harassment or unlawful discrimination against individuals on the same basis as outlined above.
