Loan Control Specialist I Or II, Single Family Operations (Federal Way, WA)

Homestreet, Inc Federal Way , WA 98003

Posted 2 weeks ago

EO/AA Employer including Vets and Disabled

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

Job Description Summary

Loan Control Specialist I

The Loan Control Specialist I is an entry level position responsible for handling a variety of functions and tasks regarding consumer and mortgage loans. Functions performed may include, but are not limited to, document requests, reconveyance processing, manual loan boarding, research and response to correspondence and email requests, HELOC's, loan modifications, service release, reamortizations, SCRA, adjustable rate mortgages, billing statement inquiries and loan audits. This position will respond to calls and inquiries (written and email) and provide coverage to other departments as needed. In all interactions the Specialist must provide accurate and timely information with excellent customer service for both internal and external customers, adhering to procedures and applicable regulations and requirements. They are responsible for providing an outstanding customer service experience for loan customers, third party requestors and internal HomeStreet staff.

Loan Control Specialist II

The Loan Control Specialist II is able to handle more in-depth, complex, time-sensitive, confidential loan issues and work with a higher level of independence. The Specialist II may participate in new employee training, procedure reviews, provide coverage for other areas as needed and assist with department projects, which recognizes additional training, skills, experience and performance in this position.

The Loan Control Specialist II is responsible for handling a variety of functions and tasks regarding consumer and mortgage loans. Functions performed may include, but are not limited to, document requests, reconveyance processing, manual loan boarding, research and response to correspondence and email requests, HELOC's, loan modifications, service release, reamortizations, SCRA, adjustable rate mortgages, billing statement inquiries and loan audits. This position will respond to calls and inquiries (written and email), which may be escalated in nature as well as more complicated, and provide coverage to other departments as needed. In all interactions the Specialist must provide accurate and timely information with excellent customer service for both internal and external customers, adhering to procedures and applicable regulations and requirements. They are responsible for providing an outstanding customer service experience for loan customers, third party requestors and internal HomeStreet staff.

Job Details

PRIMARY FUNCTIONS:

Loan Control Specialist I

  • Follow established procedures in authenticating customers and ensure customer confidentiality.

  • Effective Communication

  • Written and Verbal:
  • Answer telephone inquiries, correspondence, tasks and emails in a professional and friendly manner and ensure that issues are resolved both promptly and thoroughly.

  • Provide excellent customer service to internal and external customers and business partners to ensure timely resolution and thorough responses to issues.

  • Must demonstrate excellent customer service skills to include patience, tact, empathy and problem-solving skills when dealing with customers and internal requestors.

  • Daily Production

  • Accuracy and Timeliness in processing and meeting/exceeding deadlines:
  • Ensure all transactions are processed in accordance with Bank, investor and regulatory guidelines.

  • Work closely with internal and external customers for the timely and accurate updating of loan and borrower information.

  • Perform a variety of processing which may include document requests, reconveyances/title releases, HELOC's, loan boarding, reamortizations, SCRA, service release, modifications, loan audits and miscellaneous loan research, ensuring work is processed on time and accurately.

  • Maintain and document a clear audit trail on all transactions.

  • Adhere to department procedures and participate in maintaining procedures to current processing guidelines.

  • Meet or exceed all processing deadlines and timeframes and work with a sense of urgency to complete tasks.

  • Problem Solving

  • Resourcefulness, Ownership and Responsibility:
  • Perform research on accounts as needed, contacting internal or external business partners to obtain information/documentation to assist with research and resolution of Loan Servicing issues.

  • Resolve escalated issues or escalate to the appropriate resource as needed following department procedures and protocol.

  • Assist with audit documentation or department requests as needed.

  • Respond to and provide information to customers (internal and external) on a wide variety of loan servicing topics to include, but not limited to, reconveyances/title releases, reamortizations, adjustable rate mortgages, billing statements, HELOC's, loan boarding, service release, modifications, audits and research on related loan servicing issues.

  • Update the loan servicing system with accurate and thorough processing notes when applicable.

  • 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.

  • Promptly prepare and image documents and miscellaneous items.

  • Teamwork:

  • Participate in department projects to include procedures, cross training, testing and other duties as assigned.

  • Work within team and department to adapt to changes within the workflow and industry.

  • Provide coverage to other areas as needed.

  • 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.

  • Cross train in other areas of the department and Loan Servicing.

Loan Control Specialist II

  • Follow established procedures in authenticating customers and ensure customer confidentiality.

  • Effective Communication

  • Written and Verbal:
  • Answer telephone inquiries, correspondence, tasks and emails in a professional and friendly manner and ensure that issues are resolved both promptly and thoroughly. Calls and correspondence may be of an escalated manner and should be responded to promptly, courteously and ensure resolution and documentation.

  • Provide excellent customer service to internal and external customers and business partners to ensure timely resolution and thorough responses to issues.

  • Must demonstrate excellent customer service skills to include patience, tact, empathy and problem-solving skills when dealing with customers and internal requestors. May act as a second line of escalation for calls and emails.

  • Daily Production

  • Accuracy and Timeliness in processing and meeting/exceeding deadlines:
  • Ensure all transactions are processed in accordance with Bank, investor and regulatory guidelines.

  • Work closely with internal and external customers for the timely and accurate updating of loan and borrower information.

  • Perform a variety of processing which may include document requests, reconveyances/title releases, HELOC's, loan boarding, reamortizations, SCRA, service release, modifications, loan audits and miscellaneous loan research, ensuring work is processed on time and accurately.

  • Maintain and document a clear audit trail on all transactions.

  • Adhere to department procedures and participate in maintaining procedures to current processing guidelines.

  • Meet or exceed all processing deadlines and timeframes and work with a sense of urgency to complete tasks.

  • Problem Solving

  • Resourcefulness, Ownership and Responsibility:
  • Perform research on accounts as needed, contacting internal or external business partners to obtain information/documentation to assist with research and resolution of Loan Servicing issues.

  • Resolve escalated issues or escalate to the appropriate resource as needed following department procedures and protocol.

  • Assist with audit documentation and may perform internal audit reviews to ensure adherence to timeframes, regulations and accuracy of processes.

  • Respond to and provide information to customers (internal and external) on a wide variety of loan servicing topics to include, but not limited to, reconveyances/title releases, reamortizations, adjustable rate mortgages, billing statements, HELOC's, loan boarding, service release, modifications, audits and research on related loan servicing issues.

  • Update the loan servicing system with accurate and thorough processing notes when applicable.

  • 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.

  • Promptly prepare and image documents and miscellaneous items.

  • Teamwork:

  • Participate in department projects to include procedures, cross training, testing and other duties as assigned. May act as a subject matter expert.

  • Work within team and department to adapt to changes within the workflow and industry.

  • Provide coverage to other areas as needed.

  • 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.

  • Cross train in other areas of the department and Loan Servicing.

QUALIFICATIONS:

Loan Control Specialist I

  • A minimum of one year Loan Servicing experience preferred.

  • High School degree required.

  • Proficient in Microsoft Word, Outlook and Excel.

  • Demonstrated data entry skills of 40-50 WPM.

  • Black Knight Financial Services MSP Servicing system experience preferred.

  • Mortgage and consumer loan experience preferred.

  • Excellent customer service skills; May have occasion to meet with customers on modification requests or to resolve servicing related issues.

  • High accuracy level in completing responsibilities with strong attention to detail, documentation, problem solving, and strong organizational skills.

  • Ability to communicate clearly and professionally, both verbally and in writing.

  • Ability to adhere to strict servicing guidelines and follow compliance, investor and regulatory requirements.

  • Ability to research and resolve loan issues and recommend solutions.

  • Bi-lingual proficiency (Spanish) preferred.

  • 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.

Loan Control Specialist II

  • A minimum of two years Loan Servicing experience preferred with a focus on Loan Servicing.

  • High School degree required, some college or Associates of Arts preferred.

  • Training classes and/or certification in related lending, origination or servicing operations preferred.

  • Proficient in Microsoft Word, Outlook and Excel.

  • Demonstrated data entry skills of 40-50 WPM.

  • Black Knight Financial Services MSP Servicing system experience preferred.

  • Mortgage and consumer loan experience preferred.

  • Excellent customer service skills; May have occasion to meet with customers on modification requests or to resolve servicing related issues.

  • High accuracy level in completing responsibilities with strong attention to detail, documentation, problem solving, and strong organizational skills.

  • Ability to communicate clearly and professionally, both verbally and in writing.

  • Ability to adhere to strict servicing guidelines and follow compliance, investor and regulatory requirements.

  • Ability to research and resolve loan issues and recommend solutions.

  • Bi-lingual proficiency (Spanish) preferred.

  • 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.

PHYSICAL CONSIDERATIONS: (all levels)

Good vision and hearing (corrected if necessary), able to sit for long hours, manual dexterity to include but not limited to, filing, reaching, and bending. Ability to lift 25 pounds.

WORK ENVIRONMENT: (all levels)

Hours: 8:00 a.m. to 5:00 p.m. Ability to work overtime as needed.

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

Area

Loan Servicing (Corporate)


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Loan Control Specialist I Or II, Single Family Operations (Federal Way, WA)

Homestreet, Inc