Mortgage Call Center Specialist (Bilingual)

Suncoast Credit Union

Tampa, FL, USA Remote

Full time

Jan 16


Salary: $37,000 - $52,000

Schedule: Monday through Friday 8:30 AM - 5:30 PM (training is held onsite for the first 2 weeks)

*Remote option available with proficient performance*

The Mortgage Call Center Specialist plays a vital part in providing outstanding member service in accordance with Suncoast Credit Union standards. This role serves credit union members in a timely, accurate, professional, and courteous manner through telephone inquiries. This individual assists members with mortgage applications, status inquiries, servicing requests, mortgage product options, and closing costs.


Suncoast Credit Union is consistently chosen as a Top Workplace because its employees genuinely #LoveWork! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees. To attract the highest quality candidates, Suncoast Credit Union offers a comprehensive benefits package including, but not limited to:


Get the benefits you deserve from an organization that cares about your well-being, inside and outside the workplace. Join a team supporting a healthy body, healthy mind, and healthy work-life balance!


  • Respond to telephone inquiries and serve as a member advocate for consumer mortgage applications and mortgage servicing requests
  • Perform member verification to protect the members’ confidential information
  • Implement required performance standards for quality, communication, promptness, and identifying member needs
  • Collect application information from members over the phone and accurately document data in the consumer mortgage loan origination system for home equity loans, equity lines of credit, and mobile home products
  • Discuss 1st mortgage product options and closing costs
  • Schedule appointments or transfer calls to a Mortgage Loan Consultant to fulfill mortgage application requests
  • Explain the content of the consumer mortgages preliminary disclosures, such as the term of the loan, rate, APR, closing costs, payment options, credit union paid closing costs, variable rate plans, and documentation requirements
  • Produce redisclosure documents as required
  • Follow up with members on incomplete mortgage applications
  • Review tax returns and analyze income verification
  • Review loan requests and recommend appropriate consumer mortgage products
  • Notify members of loan decisions by phone, electronic notification, or by mail
  • Prepare and mail approval or denial letters
  • Prepare and mail Regulation B letters advising members of additional information needed
  • Review actions related to initial loan requests, requests for release of collateral, amortization of payments, Release of Borrower, partial releases, subordination requests, and other servicing requests
  • Respond to Henry tickets and Mortgage Triage emails from the service center staff to assist with mortgage applications, product knowledge, and underwriting guidelines
  • Respond to overflow calls from the mortgage servicing area
  • Utilize the origination system reports to ensure assigned files are in a current status
  • Cross-sell Suncoast Credit Union products and services when applicable
  • Maintain compliance with internal departmental policies and procedures 
  • Maintain knowledge of current underwriting guidelines
  • Attend educational events to increase professional knowledge


  • High school diploma or equivalent
  • 2+ years of lending experience with a financial institution
  • Bilingual in English and Spanish 
  • Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
  • Accurate, detail-oriented, and organized with task management
  • Ability to analyze and resolve difficult and complex problems 
  • Proficient written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
  • Ability to communicate information requiring explanation or interpretation


Safe Act Statement

This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS) and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures.

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