Responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. Accurately process daily reporting and reconciliation for all mortgage investors. Work collaboratively with teammates to balance workloads and meet daily deadlines.
1.Report daily and monthly all mortgage loan activity to the Investors.
2.Process and balance loan sales to investors, Repurchases, Modifications and Recasts, working with Secondary and Investors as needed.
3.Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.
4.Maintain customer confidentiality and confidence while performing servicing functions and conversations.
5.Exhibit attention to detail when reconciling accounts and reviewing detailed loan information to ensure accuracy.
6.Meet deadlines with an appropriate sense of urgency while prioritizing investor deadlines.
7.Identify and communicate servicing issues and trends.
8.Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.
9.Track work volume related to your specific job duties on an ongoing basis.
10. Cross train for understanding of additional roles within the Mortgage Servicing Team.
11. Handle Internal and External audit work with auditors on requests for information, manage timelines and address/mitigate possible findings.
1.Detail oriented with an good understanding of money movement, balancing and interest calculation.
2.Clear oral and written communication skills.
2.Demonstrate empathetic phone etiquette and ability to walk in the customer's shoes when faced with difficult situations to create positive outcomes.
3.Ability to work independently in diverse fast-paced environment while meeting service level expectations and regulatory requirements.
4.Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.
5.Familiar with Servicing Director (D&H/Harland), Business Objects, Excel and Access, as well as knowledge of Investor Guidelines and their systems (FNMA , GNMA, FHLMC, MPF and various private investors) as they apply to investor reporting
Education and Experience:
Bachelor's degree in a business or finance related field OR two years relevant mortgage servicing or accounting experience preferred.
First National Bank