Customer Advocate Details

Customer Advocate

Intercontinental Capital Group - Charlotte, NC

Employment Type : Full-Time

About Intercontinental Capital Group:
Intercontinental Capital Group (ICG) is a rapidly-growing Mortgage Banker currently licensed in 45 states. We pride ourselves on being on the cutting-edge of a changing market, offering the most competitive conventional rates in the industry. Because ICG is a direct lender, we are able to pass savings on to our customers directly and offer a variety of purchase programs tailored to fit the needs of all our borrowers. ICG will provide the necessary training to help our employees work their way up our career path and achieve their professional goals.

Responsibilities Include:
Perform daily routine with passion, make communication a priority with customers, colleagues, and leadership, commitment to the company and customers by knowing the goals and results needed to be "best in class" and to stay current and grounded in all industry trends and changes, commitment to team building and training.

Deliver on all key performance metrics which include meeting or exceeding monthly funding loans, loan quality scores, loan cycle times (funded and fallout), loan conversion targets, daily new loan assignment requirements and annual company training and licensing standards.

Must be experienced in both purchase and refinance transactions to include all documentation types (streamline & full-document) as well as all loan products (Conventional, FHA, USDA, & VA).

Qualifications:
Education/Work Experience:

• High School diploma or equivalent required. Preference may be given to qualified candidates with a bachelor's degree.
• Minimum of 3 years mortgage experience required with preference given to those with mortgage loan processing experience
• Minimum of 3 years customer service experience required

• Customer focused
• Strong verbal and written communication skills
• Demonstrated eagerness to learn, with an attention to detail & willingness to embrace change
• Must be comfortable with daily repetitive activities
• Must demonstrate a strong sense of urgency
• Proficient meeting tight deadlines
• Demonstrates a commitment to integrity & unyielding commitment to compliance and always “do the right thing”

• Proficiency with Microsoft tools required
• For remote employees, must have dedicated & secure private internet access to effectively run all required systems and software

• Ability to sit/stand at a desk and work at a computer for extended periods of time

• N/A