Mortgage Loan Servicing Specialist

Description

• Are you looking for a position as a Mortgage Servicing Specialist, and wish to work for a company who has been a Leader in the Mortgage Industry for over 30 years?
• If you are are experienced in the Mortgage Industry and want to learn more about the Servicing Specialist, please see the position summary and requirements below.
• Position can be in-office, hybrid, or fully remote for the right individual!

Primary Function:

The primary objectives of the Mortgage Servicing Specialist are to handle escalated customer inquiries in relation to the servicing of their loan and see them through until resolution, and work with our sub-servicer and internal staff to enhance the customer servicing experience.  The Servicing Specialist also has reporting responsibilities and may conduct research on new regulations or trends within the marketplace to recommend improvements to the company.

Duties:

The following duties will be applicable:

• Handle incoming issues from loan officers, sub-servicer, and team members.
• Aid customers as applicable with inquiries pertaining to the interim servicing or sub-servicing of their loan.
• Resolve problems for borrowers with the servicing of their loan by working through our sub-servicer.
• Keep borrowers informed throughout the problem resolution process via email and phone and see all problems through to resolution.
• Take opportunities to provide Raving Fan Service to our borrowers, loan officer, and team members.
• Monitors reports on all servicing functions:   escrow advances, lender placed insurance, collections, loss mitigation workout plans, foreclosure tracking, bankruptcy tracking and fee research.
• Assists in compiling monthly reporting for senior management;  analyzes the data and formats report in a concise manner.
• Work with document custodian to obtain original collateral as needed for servicing functions.
• Be a willing participant in improving skills as it relates to mortgage servicing by ongoing reading, taking online and other courses, and attend related conferences and seminars.
• Maintain a high level of confidentiality at all times.
• Attend and participate in all Company meetings as required by management.
• Adhere to all Federal and State regulations.
• Support the Company’s strong relationship of “raving fan service” culture through on-going customer contact, quality customer service, and superior product knowledge.
• Follow proper code of ethics as outlined by Equity Resources, Inc.
• Any other duties as assigned.

Requirements

Position Requirements:

Required for this position: Excellent customer service and problem resolution skills. Persistence in problem resolution. Excellent attention to detail, strong understanding of loan file documentation, ability to identify defects/missing items, advanced organizational skills, ability to work under deadlines, independent thinking, the ability to visualize cause and affect relationships of data and documents, analytical skills, clear and concise reporting, self-motivation, strong oral and written communication skills, demonstrated teamwork. Raving fan mentality!

Education and Experience:

• Associate’s Degree in business, communition, or related field (or equivalent combination of education and experience) is preferred. High School diploma is required.
• Minimum of 2-3 years’ experience in loan servicing or mortgage closing function (with escrow analysis skills), or like experience is required.
• Proven record of problem resolution and customer service skills
• Demonstrated proficiency with computer systems and software programs including Microsoft Word, Excel, and Outlook required; experience with electronic mortgage processing systems such as Encompass preferred.
• Strong written and verbal communication skills.
• Proven track record in working with all levels of staff and management.
• Ability to read and comprehend complicated instructions, short correspondence, memos and to use good grammar.
• Ability to think independently and solve issues and problems without intervention.
• Ability to effectively communicate to co-workers and all outside vendors and lenders.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.

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. While performing the duties of this job, the employee is frequently required to sit; talk; and hear as well as use hands to manipulate keyboard. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop; kneel; or crouch. Specific vision abilities required by this job include close vision, distance vision, and depth perception.

Office Hours:

Monday through Friday 8:30 a.m. to 5:00 p.m.