Mortgage Customer Service Specialist

In this role you'll have the opportunity to:

Responsible for answering general customer inquiries related to all loan activity and notices (except as related to advanced default – bankruptcy and foreclosure). This includes loan terms, tax, insurance, private mortgage insurance, escrow analysis, payment processing, billing, credit reporting, and year end.

Responsible for thoroughly researching and resolving issues related to loan accounts as indicated by customer requests and/or from system reports.

Responsible for the set-up and monitoring of Adjustable Rate Mortgages and other alternative mortgage products. Responsible for the annual escrow analysis review.

Responsible for modifying or correcting credit reporting as situations require and research supports. Apply payments or other refunds received. Review reports and notices for accuracy prior to annual mailings.

Coordinate resolution to complex customer issues utilizing the expertise of other staff within the Loan Servicing or other departments using available systems and tools.

Responsible for updating imaged loan files as necessary to document changes. Review accuracy of, and post to the core system, journal entries created by others.

Responsible for complying with policies, procedures, security requirements, investor requirements, and government regulations.

Education & Certifications

H.S. Diploma: required (an equivalent combination of education and experience may be considered)

Experience

4 or more years of related experience. Mortgage banking or customer service experience required

Knowledge, Skills and Abilities

Possess broad knowledge of loan servicing functions as well as loan document terms and conditions.

Ability to multi-task, prioritize, and meet deadlines.

Ability to work independently and as part of a team. Ability to understand and apply changes to regulations and requirements to daily work.

Ability to communicate in a positive and professional manner through telephone, e-mail, or written correspondence with customers and co-workers.

Proficient with Microsoft Office products including Outlook, Word, and Excel.

Knowledge of investor, state, and federal requirements related to mortgage servicing including loan purchases and sales, customer complaints, credit bureau reporting, flood insurance, escrow, and escrow analysis.

Compensation & Benefits

Targeted starting salary range (based on experience): $ 20.00 - $ 23.52 hourly

Incentive potential

Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life insurance

Paid vacation time, sick time and 11 company paid holidays

401k (with up to 4% match)

Tuition reimbursement