Mortgage Escrow Processor

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

POSITION SUMMARY:

This position encompasses understanding all processes involving on-site teammate support.  This role requires strong verbal and written communication skills to respond to questions and requests from teammates and Fay Servicing Team, quickly and accurately. This position will work with the Department Manager designated by Fay Servicing to assure that performance meets clients’ needs and requirements. This role must demonstrate the ability to make decisions, , problem analysis, and promptness to ensure the client needs are met on a timely basis. 

Essential Duties and Functions: include the following. 

• Provide on-site support for teammates
• Research loan level inquiries around insurance and company escalations – includes reviewing Proctor Loan Protector exception reports such as lender placed, payment rejects, insurance documents for new loan setup.  
• Research and report on existing business processes and analyze necessary changes to existing policies and procedures and/or the need for development of new policies and procedures.
• Work with department leadership to ensure procedures are compliant with all Fay Servicing policies.
• Perform submission of policies, procedures, job aids, letters, marketing materials and forms as assigned.
• Proactively inform management about project status, issues, or concerns.
• Collaborate with Training as a subject matter expert on the update and design of training materials for new/updated business processes and procedures
• Work collaboratively with Fay Mortgage Servicing and PLP teams
• Work in Proctor’s IIM and Fay’s MSP system
• Work on special projects as needed
• Other duties as assigned

Competencies:

• Interpersonal skills - the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
• Oral communication - the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written communication - the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Problem solving - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality. 
• Quality control- the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability - the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.
• Safety and security - the individual observes safety and security procedures and uses equipment and materials properly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required

• Provide technical expertise to handle escalations
• Solid analytical skills to perform reporting and identifying root cause
• Problem identification and solving skills
• Explore opportunities to add value to the job and communicate to staff
• Ability to multi-task between various software programs, make outbound calls, and handle escalated problems
• Proven knowledge of all processes within the department
• College degree preferred, or equivalent work experience
• Strong communication skills both written/verbal
• Minimum of 3 years Insurance/Mortgage knowledge required with an emphasis on commercial insurance requirements
• Attendance/Quality/Production must meet or exceed PFI standards
• Proficient with MS Office Suite
• Exceptional telephone demeanor
• Ability to maintain a high level of confidentiality

Physical Requirements Necessary on a Regular Basis:

• Manual dexterity, arm, and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
• Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
• Vision sufficient for use of a computer monitor.
• Ability to sit at a desk 7-8 hours per day.
• Repetitive motion
• Sedentary position

This job description is not meant to be an all-inclusive statement of the duties of the position listed above.  Other appropriate duties may be required from time to time.

Pay Ranges:

Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more.  We offer competitive pay while still allowing for compensation growth within the position and company.

EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.