About this role
Role: The Mortgage Servicing Specialist will assist 7 Servicing partners with all aspects of mortgage servicing as it relates to, but is not limited to, Escrow Administration, ARM Servicing, PMI Administration and Loan Maintenance. Additionally, this also includes Payoffs, Lien Releases, Records Retention, Member Resolution, and HELOCs/Construction to Permanent. The Mortgage Servicing Specialist will ensure a high quality mortgage experience for the 7 Servicing partners and their members by providing professional service and outstanding communication.
Essential Functions and Responsibilities:
- Properly maintains escrow accounts. Processes and remits fund for escrowed property taxes, hazard insurance, flood insurance, and private mortgage insurance. Performs all duties relating to escrow account management which includes but is not limited to escrow analysis, research of tax and insurance bills, maintenance of PMI and payment of interest on escrow accounts. This includes the generation of mass escrow analysis as well as handling of requests for addition or removal of escrow, as well as PMI waivers.
- Processes payoffs and payoff requests, prepares the release of lien on collateral, ensures the appropriate materials and documentation are available to complete transactions. Responds to inquiries and customer service requests related to the payoff process. Handles more complex calls, performing research, resolving issues, and communicating with internal//external partners when needed.
- Handles both inbound and outbound phone conversations daily, while monitoring and maintaining accurate account information on non defaulted accounts. Answers inquiries via phone and email in a timely manner. Provides support and high service levels to all clients, vendors and internal team members. Answers inquiries and acts as primary contact for members and authorized 3rd parties. Phone calls are specific to general servicing and escrow related functions.
- HELOC servicing, inclusive of discussing with members their payment terms and payment/interest calculations. Assisting members with questions pertaining to draw requests. Discussing payment terms once the draw period has expired. Payoff and paydown requests as well as account research.
- ARM Index and Loan Maintenance. Performing updates of LIBOR updates and maintaining ARM exception reporting. In regards to loan maintenance, this is inclusive of deceased borrower processing, including successor in interest. Updating of general contact fields such as requests for updates to contact information.
- Construction to permanent. Assisting members with questions related to their construction to permanent loan product(s). Processing of loan maintenance requests and assisting members with questions related to the post construction conversion process.
- Performs other job-related duties as assigned, including assisting with servicing platform testing and validation as well as assisting with documentation of processes.
Experience:
- Minimum 3 years of mortgage servicing industry or related experience (such as consumer or commercial lending) is required
- Experience working with computer system(s) for mortgage servicing and reporting systems is preferred
Education:
- High School Diploma or GED is required
- Associate's degree in business or related field, or an equivalent combination of work experience, training, education, or military experience is preferred
Other Skills Required:
- Must be proficient in Microsoft Office Suite, to include Word, Excel, PowerPoint and Outlook
- Experience with ICE (Black Knight) MSP platform a plus
- Must have the ability to communicate clearly and professionally both verbally and in writing
- Must have strong presentation skills with the ability to present to multiple levels both inside and outside the organization
- Must have excellent time management skills and be accustomed to working within deadlines
- Must have strong organizational skills, be detail oriented and customer focused
- Must have the ability to learn and adapt to systems and system updates, implement changes, and troubleshoot