This position is remote.
Job Title: Loan Scenario Desk Support
Department: Operations
Reports to: Credit Administration Supervisor
FLSA Status: Non-Exempt
Prepared By: Human Resources
Prepared Date: July 9, 2025
Summary: The Loan Scenario Desk Support role is responsible for answering guideline and scenario questions from Production and Operations. This position requires thorough knowledge of APMC's underwriting and product guidelines, as well as those of APMC's investors.
Essential Duties & Responsibilities:
- Answer Underwriting guideline scenario questions from originators via phone calls and emails, offering accurate and timely guidance. Utilize Capacity (ticketing system) to answer questions. Make phone calls to discuss questions that are not specifically addressed in guidelines and assist in finding a solution if available.
- Contact Investors/GSEs for guidance after reviewing guidelines when necessary
- Respond to questions within SLA’s.
- Maintain up-to-date knowledge of all APMC underwriting, product guidelines, and investor requirements.
- Be proficient in utilizing the APM portal, The HUB, GSE/Investor websites.
- Maintain the Knowledge Base within Capacity to keep information up to date and relevant.
- Other duties as assigned
Supervisory
Responsibilities: None
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving –Analytical, evaluative, and problem-solving. Identifies and resolve problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service Oriented- Have a positive attitude and eager to help our Branch and Operations teams. Demonstrate a willingness to provide the best service possible.
Detail Oriented – Keen attention to detail
Interpersonal Skills –Ability to set and manage priorities judiciously Maintains confidentiality; keeps emotions under control.
Oral Communication – Ability to present ideas in business-friendly and user-friendly language. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
Written Communication – Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
Teamwork – Ability to work in a team-oriented, collaborative environment. Contributes to building a positive team spirit.
Attendance/Punctuality – Is consistently at work and on time, ensures work responsibilities are covered when absent.
Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; complete tasks on time or notifies appropriate person with an alternate plan.
Initiative – Exceptionally self-motivated and directed. Volunteers readily; undertakes self-development activities; seeks increased responsibilities.
Innovation – Displays original thinking and creativity; generates suggestions for improving work.
Education & Experience:
- Underwriting background in Fannie Mae, Freddie Mac, VA, FHA, USDA and DPA programs.
- Knowledge of Microsoft Office, including Word and Excel.
- Experience with investor/GSE websites.
- 5 Years of Mortgage Banking Experience including Underwriting
Skills:
Language Skills: Ability to read and interpret documents and write routine correspondence. Ability to speak effectively with customers/vendors or other employees.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills: Sound working knowledge of computer and office software operations and systems.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle, feel and talk or hear. The employee is occasionally required to walk and stoop.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description does not promise or imply that the functions listed are the only duties to be performed or that the position may not change or be eliminated.
The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this position description and/or assign tasks for the employee to perform, as the Company may deem appropriate.