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Choice Bank · 1 month ago

Sr. Consumer Mortgage Servicing Specialist

Fargo, ND

Full-time

Onsite

Senior Level

7+ years exp

Choice Bank is seeking a Sr. Consumer Mortgage Loan Servicing Specialist to process in-house consumer real estate loans and residential mortgage servicing transactions. The role involves managing loan documentation, administration, and customer service to ensure compliance and customer satisfaction.

BankingFinanceFinancial Services

Responsibilities

Process loan documents timely and accurately in accordance with Choice Financial, federal and state laws requirements

Inputs loan information onto the core system to accurately reflect executed loan documents

Processes updates to loans in the core system, including updates to addresses, payment options, payment schedules, statement delivery options, escrow addendums, etc

Maintains the integrity and accuracy of loan information on the core system by reviewing daily reports and ensuring prompt resolution of transaction exceptions and errors or omissions in account setup

Processes loan payments daily

Completes assigned reconciliations and follows-up with appropriate individuals regarding discrepancies

Manages Escrow: Reviews daily reports, completes reconciliations, and processes payments for escrowed real estate taxes, private mortgage insurance, and hazard insurance

Oversees Insurance Tracking: Reviews tracking reports, provides weekly data uploads, follows up on weekly exceptions and works to resolve customer issues

Processes the Mortgage Department’s paid notes and collateral releases

Manages the tracking process of past due real estate taxes

Compiles data for and completes the HMDA-LAR in established timelines

Images Documents to Document Imaging System

Inputs mortgage loans on core system

Processes FNMA and other secondary market purchase transactions

Completes daily cash remittance and month-end reporting for secondary market loan portfolio

Assists with follow up as it relates to servicing the in-house and secondary market mortgage portfolio

Supports, advances, and is responsible for meeting Premier Experience service standards, including providing daily user support

Acts as the dedicated point of contact for customer inquiries and concerns, ensuring timely, accurate, and empathetic responses. Maintains ownership of issues from initial contact through resolution, proactively following up to guarantee customer satisfaction

Collaborates with internal teams to resolve complex matters and communicates updates clearly to customers

Assists with preparing mortgage files for internal and external review

Collaborates with appropriate loan department staff on related questions/issues regarding loan documentation or

Creates and/or updates department specific procedures when necessary

Identifies opportunities to improve the customer experience and shares feedback with leadership to enhance service delivery

Assist with completing special projects and assignments as required by department leadership

Actively participate in internal and external continuing education for mortgage loan operations and leadership

Contain knowledge of company products and services

Have a working knowledge of Choice Financials policies and procedures and comply with them

Maintain complete confidentiality with regards to customer accounts, loans and bank relationships

Project a positive image of Choice Financial when representing the organization

Actively support management and organizational goals

Interact with other employees to promote teamwork, communications, trust and respect

Adapt to meet the ever-changing customer and community needs

Performs duties outside normal scope as assigned

Leads as a team player with excellent interpersonal skills and develops partnerships

Takes initiative by proactively identifying what needs to be done and acts

Communicates effectively with excellent written and oral communication skills

Promotes and administers change and accepts diversity

Exhibits problem-solving, analytical thinking, and decision-making skills

Fosters open communication

Follows policies and procedures

Proficient computer skills including Microsoft Office (Word, Excel, Access)

Must work in an efficient, systematic way

Must display consistency, thoroughness, attention to detail, and strong organizational skills

Use sounds judgment in prioritizing tasks to work under tight deadlines

Demonstrates strong customer service skills, including active listening, empathy, and clear communication. Ability to manage multiple inquiries while maintaining professionalism and accuracy

Qualification

Mortgage servicing operationsCustomer service initiativesAnalytical skillsLoan documentation processingCore system proficiencyInterpersonal skillsProblem-solving skillsCommunication skillsOrganizational skillsAttention to detailTeam player