BBVA Compass

Mortgage Customer Specialist I-III

Job ID
FLSA Status
EOE Statement
Equal Opportunity Employer - Minority/Female/Disability/Veterans.


At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.


The Organization         

BBVA Compass is a leading U.S. banking franchise with operations throughout the Sunbelt and it ranks among the top 25 largest U.S. commercial banks based on deposit market share.  BBVA Compass operates over 600 branches in Alabama, Arizona, California, Colorado, Florida, New Mexico and Texas.  It ranks among the largest banks in Alabama, Texas and Arizona.  In addition, BBVA Compass has been recognized as one of the nation’s leading Small Business Administration lenders.  BBVA Compass is a subsidiary of BBVA Compass Bancshares Inc., a wholly owned subsidiary of BBVA (NYSE: BBVA) (MAD: BBVA).



The Role

At BBVA Compass, a RESL Origination Customer Advocate is part of a team focused on delivering an industry-leading customer experience during our mortgage origination process.  The team member is responsible for providing comprehensive, high-quality customer service while gathering the information needed to process and close loan applications received through the bank’s various delivery channels.  The Advocate will be a primary contact for mortgage customers and must be able to effectively build customer relationships, communicate the bank’s lending requirements and respond to borrower needs.  This position contributes to quality efforts of the Real Estate Secured Lending units through team orientation and focused excellence in achieving organizational service goals and quality standards. 



Essential Functions

  1. Accurately prepares consumer mortgage loan processing and closing documentation.
  2. Provides best in class service to the prospective borrower(s) and closing agents by delivering consistent and timely feedback throughout the lending process, anticipating borrower needs and vigilantly maintaining service level agreements.
  3. Ensures the POS and LOS systems are populated with the required application data and that loan/processing statusesare accurately maintained.
  4. Coordinates the ordering of appraisal, title, tax, flood and all other documentation, verification or certification required to appropriately decision and close the loan.
  5. Dispositions loans according to the underwriting decision, preparing approved loans for closing or coordinating adverse action notices to applicants.
  6. Directs the final real estate closing transaction and coordinates funding with closing agent via approved payment channels.
  7. Contributes to the continuous improvement of the customer experience and efficiency of the team by offering open and honest feedback and ideas for automation and other uses of technology.
  8. Maintains strict adherence to all compliance and regulatory requirements as well as department policies and procedures.


Required Qualifications 

  1. Meet credit history and criminal background requirements associated with Nationwide Mortgage Licensing System and Registry registration process, to include FBI fingerprint criminal history and review of credit report.
  2. High school diploma or equivalent is required; Associate’s or Bachelor’s Degree preferred.
  3. A minimum of one year of experience in mortgage operations, financial services or customer service is required. Additional experience is required for progression through the job family.
  4. Excellent telephone and written communications skills. Demonstrated ability to engage customers, emphasize with their needs and respond professionally and effectively in various customer service roles.
  5. Enthusiastic adopter of technology. Computer literate with experience using Microsoft Office, Google Mail and other software and applications.
  6. Able to maintain confidentiality and exercise discretion in the evaluation of information and actions taken.
  7. Detail oriented and results-focused, able to organize and prioritize actions to achieve objectives. Able to apply concepts to specific situations and conditions to solve problems effectively and efficiently.
  8. Able to work successfully within a collaborative environment to meet deadlines and departmental goals.



Preferred Qualifications

  1. Bilingual; English/Spanish.



Working Conditions

  1. This job has no unusual physical requirements; nearly all work is performed in a climate-controlled indoor facility.
  2. This job requires manual dexterity, frequent sitting, the ability to view printed or electronic information and the ability to communicate verbally, in-person or on the telephone.
  3. This job occasionally requires standing and walking and on rare occasions, may require the ability to balance, bend, stoop, kneel, climb stairs or lift and carry up to 25 pounds.
  4. Work volume can be unpredictable and interruptions from customers, peers, managers or others may be present.



Job Family Levels




Education & Experience


Under general supervision, performs varied duties and assignments. 

Knows fundamental concepts, practices and procedures required for position, with awareness of related positions.  Resolves routine questions or problems, referring complex issues to higher level.

1.     High school diploma or equivalent is required; Associate or Bachelor degree is preferred.  

2.     A minimum of one year of experience in mortgage operations, financial or customer service.


With limited supervision, performs essential functions and fulfills direct responsibilities.   

Has a well-developed knowledge of the concepts, practices and procedures of a particular area of specialization as well as related fields and their effect on own area. Refers to policies and procedures in the evaluation and resolution of issues.

1.     High school diploma or equivalent is required; Associate or Bachelor degree is preferred.

2.     A minimum of two years of mortgage operations experience is required.


Independently performs essential functions and fulfills direct responsibilities.

Possesses and applies a broad knowledge of the principles, practices and procedures required for position to the completion of difficult assignments.  Applies policies and procedures and also considers precedent to situations in the evaluation and resolution of issues. 

1.     High school diploma or equivalent is required; Associate or Bachelor degree is preferred.

2.     A minimum of four years of mortgage operations experience is required.




Supervisory Authority                 

These positions do not have direct management responsibility.


Position may be located in Tempe, AZ or Homewood, AL.



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