Servicing Customer Communications Jr Coordinator

Summary:

The Jr. Coordinator plays a key role in ensuring the accuracy and compliance of Freedom Mortgage’s customer facing documents. They are responsible for quality assurance and reconciliation tasks, vendor management and communications, and conducting loan level research to ensure efficient and accurate letter distribution on a large scale.

Essential Job Duties and Responsibilities:

• Perform quality assurance checks on machine derived letters to ensure accuracy, completeness, and compliance with regulatory requirements.

• Reconcile data used for letter generation to ensure consistency and correctness in the final output.

• Coordinate with other cross-functional teams to ensure effective and timely written communication with Freedom customers, ensuring an excellent customer experience.

• Create and manage mail merges for letter distribution, ensuring proper formatting and data integration.

• Investigate and troubleshoot inconsistencies related to letter generation, while working closely with other business partners to resolve discrepancies.

• Conduct detailed loan-level research to identify and correct variances in letter content.

• Collaborate with team members to develop and implement process improvements aimed at enhancing the quality and efficiency of letter generation.

• Maintain detailed records of Quality Assurance findings, reconciliation activities, and troubleshooting efforts for reporting purposes.

• Create detailed test cases to perform regression and production testing for all written communication updates, as well as monitor post implementation content.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Strong attention to detail and problem-solving skills.

• MS Office, specifically Excel, proficiency at an intermediate level.

• Proficiency in data management and mail merge tools.

• Excellent team player and team builder.

• Ability to manage multiple tasks at once and work under tight deadlines while responding to changing business and technical conditions.

Education and/or Experience:

• High school diploma or equivalent.

• Six (6) months to one (1) year related experience within the mortgage servicing industry.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Addresses problems that are not immediately evident but typically not complex. Problems are typically within the immediate job area. Problems are typically solved through drawing from standard procedures and basic analysis.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

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 frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.