Escrow Insurance Specialist I, Loan Servicing

$20.14 - $28.17 December 23, 2024

• Medical, dental, and vision coverage for employees and their families
• Life, disability and family Leave
• 401(k) and Roth 401(k) with employer match
• Wellness program, employee assistance program, “Commute Trip Reduction” (CTR) and various employee discounts
• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
• Free employee checking account and employee home loan discounts

• For eligible employees averaging 20 or more hours per week.

The Escrow Insurance Specialist I is an entry level position responsible for monitoring and updating the Loan Servicing system with various insurance policy information (hazard, flood, optional, etc.), research and reporting, along with associated insurance functions on residential and consumer loans. This position also performs other Escrow Administration functions as assigned. In all interactions the Specialist must provide accurate and timely information with excellent customer service for both internal and external customers, adhering to applicable regulations and requirements. They are responsible for providing an outstanding customer service experience for loan customers, third party requestors and internal HomeStreet staff.

• Process insurance policy renewals and cancellations on residential loans. Includes hazard, flood, and optional insurance.
• Follow established procedures in authenticating customers and ensure customer confidentiality.
• Monitor new loan set-up for:
  • Accurate coverage amounts, mortgagee clause, and deductible amounts in accordance with investor and regulatory guidelines.
• Respond to and provide information to customers (internal and external) on a wide variety of mortgage loan servicing escrow topics, to include: property taxes, insurance, optional insurance (Life/Disability), escrow analysis, loss claims, property taxes and other escrow related topics.
• Accurate and timely payment of insurance premiums through the following:
  • Promptly contact insurance agents for the timely and accurate updating of policy information, to include deductibles and mortgagee clauses.
  • Work closely with tracking vendor
• Update the loan servicing system with accurate and thorough processing notes when applicable.
• Professionally and courteously handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Assist with initial contact for hazard losses on residential loans to ensure property is repaired in accordance with Bank, investor and regulatory guidelines.
• Promptly prepare and image documents, files, and miscellaneous items.
• Must demonstrate excellent customer service skills to include patience, tact, empathy and problem solving skills when dealing with customers and insurance agents/companies.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and HomeStreet Bank, offering options and alternatives to best fit the situation.
• Resolve basic customer issues and escalate cases when appropriate.
• May participate in projects as assigned by the supervisor.
• Work in a positive environment with internal Loan Servicing and HomeStreet partners.
• Willing to assume other duties/projects as assigned.

• A minimum of one year Loan Servicing and office experience preferred.
• High School degree required.
• Proficient in Microsoft Word, Outlook and Excel.
• Mortgage and consumer loan experience preferred; insurance, taxes, loss drafts, loan originations or escrow/title experience preferred.
• Excellent customer service skills; May have occasion to meet with customers on insurance claims or to resolve servicing related issues.
• High accuracy level in completing responsibilities with strong attention to detail, problem solving, and strong organizational skills.
• Ability to communicate clearly and professionally, both verbally and in writing; to include manager, co-workers, internal departments, and external customers.
• MSP Servicing system experience preferred.
• Bi-lingual proficiency (Spanish) preferred.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers. Maintain a pleasant, patient and friendly attitude.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Regular and punctual attendance.
• Be a self-starter; possess a strong work ethic and team player mentality.
• Strong ability, desire and enjoyment in working with other employees and customers in a cooperative and friendly spirit.
• Able to learn quickly and work within deadlines. Ability to multi-task and prioritize work load.
• Possess good judgment, ability to accept responsibility and handle confidential information.
• Ability to accept and facilitate change, whether indicated by corporate needs, market or regulatory requirements.
• Willingness to assume additional duties/projects as they arise.

Administrative and Business Operations (Sales)