Reverse Mortgage Intake Specialist

About the jobTraditional Mortgage Acceptance Corporation (“TMAC”) is a Ginnie Mae (GNMA) reverse-mortgage issuer of FHA-insured home equity conversion mortgages (HECMs) founded in 2012 (NMLS # 971307). TMAC is headquartered in Bellevue, WA, and has offices in Houston, TX, Carlsbad, CA, Anaheim, CA and Los Gatos CA. TMAC is a world-class vertically integrated origination platform with outstanding risk, control, and underwriting standards.TMAC operations in reverse mortgages encompass three main business lines: Correspondent Lending, Wholesale Lending and Retail Lending.We started GoodLife® with one simple idea in mind, and that is to help our customers lead fuller, richer lives. From day one, we’ve worked hard to help homeowners across the country define their goals and reach them. The market for reverse home mortgages is the financially qualifiable resident homeowner who is 62 years of age or older and has substantial equity in their primary residence. We believe reverse mortgages are an essential financial tool for seniors and that demand for reverse mortgages will continue to grow, driven by overwhelming demographic and economic forces.Compensation Range: $23.60/hr - $27.40/hrBenefits: TMAC offers a full range of benefits for you and your qualified dependents.Intake Specialist – Job DescriptionIn person role at our Greater Los Angeles OfficeUnder the general supervision and direction of the Processing Manager, the Intake Specialist responsibilities include verification of data integrity, file gathering and documentation indexing in our LOS/Documentation Management system. This role focuses on optimizing workflows to support smooth, fast, and accurate loan processing.Intake Specialist Responsibilities: Ensure timely and accurate processing of case number requests, transfers and cancellations from originators and/or partners.Complete setup tasks for loan submissions from all channels to be assigned to processing.Escalate and troubleshoot bottlenecks in the intake process to ensure smooth workflow and timely closings.Complete uploading and indexing of file documentation into the Loan Origination System (LOS) and Document Management System, ensuring accuracy and completeness.Ensure strict adherence to confidentiality protocols and regulatory compliance across all client files and communications.Advocate exceptional customer service by resolving escalated client concerns and ensuring a positive borrower experience.Collaborate with internal departments to enhance communication strategies and client satisfaction.Work well under pressure, meet multiple and sometimes competing deadlines and shall, at all times, demonstrate professional behavior with colleagues and supervisors.Communicate effectively to provide clear updates and manage expectations in a professional and courteous manner.Other duties and/or company related tasks as assigned by management.Key Performance Indicators (KPIs)Case Processing Turnaround Time≤ 24 hours for standard requests; ≤ 4 hours for priority cases.CommunicationAcknowledge all team/partner emails within 4 business hours; return calls the same business day.Loan Setup Turnaround Time RateSetup of new loan withing __hours of submissionFile Documentation AccuracyAccurate indexing and uploading of loan documentation.·Training Participation & Skill Development100% completion of mandatory training by deadlines.ComplianceZero Significant/Material compliance findings in internal or external audits.Confidentiality Breach Incidents Maintain strict adherence to data security protocols.