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Home Equity Home Services Specialist I

Bank of America

This is a Contract position in Chandler, AZ posted October 31, 2021.

Job Description:

Entry level position. Serve as primary point of contact, providing customer with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement. Responsible for several kept informed routines to ensure that customer expectations are set properly and followed through until booking Is focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments. Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service. Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence. Responsible for collection, review and validation of all required documentation, including income, following up with the customer as appropriate. Responsible for initial income analysis of salary and wages, Social Security and Pension. Efficiently manage pipeline of loan applications. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process. Potential restructuring of the customers initial credit request, offering potential counteroffers to the customers and ensuring that both bank and customers’ needs are met. Assure that all customer files are complete and in compliance with regulatory agencies and internal policies before sending to Underwriting. Ensure customer privacy and confidentiality.

Required Skills:

  • Excellent telephone and customer service skills.
  • Proficient with computers and strong typing skills
  • Able to adapt and embrace change
  • Team player mentality with the ability to work independently
  • Strong problem solving and decision-making skills.
  • Strong written and verbal communication skills
  • Excellent organizational and time management skills
  • Quality focused with attention to detail
  • Maintain a positive attitude
  • Excellent interpersonal skills; ability to easily build rapport and diffuse tense situations
  • Ability to deliver a difficult message and take ownership

Desired Skills:

  • ACAPS experience
  • Previous mortgage experience and/or customer service / financial environment experience
  • Knowledge of general bank guidelines
  • Customer service skills

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

**Multiple Shifts May Be Available**

Job Band:



1st shift (United States of America)

Hours Per Week:


Weekly Schedule:

Monday-Friday: 8:00am-5:00pm

Referral Bonus Amount: