Consolidated Analytics · 4 hours ago

Customer Service SME

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Serves as primary contact for clients and various units in the research and resolution of loan servicing problems and inquires. Answers questions about loan agreements, adjustments, prepayments, insurance, payoffs, interest adjustments, reversals, etc. Ensures client satisfaction.

Performs applicable research to resolve inquiry for all loans and system of record, including but not limited to issues relating to payment application and loan boarding. Resolves questions on loan terms, system codes, product types, functions, etc.,

Understand mortgage products, including Escrow Analysis, cushions, shortages, surpluses etc., Process payment of taxes, insurance, PMI, etc., Understand Variable plans, changes, interest rates, periodic rate caps, floors, ceiling, amortizations etc.,

Coordinates with clients, account officers and appropriate units to ensure that clients are properly serviced, paperwork is properly executed, and all operational arrangements are in place to service assigned accounts.

Provides guidance to clients on issues requiring immediate attention, including complaints, processing issues, account inquiries, product and services suggestions, etc.

Prepares various exception reports including Auto Debit rejects, ALDO Credit Notices, Metavante loan statements, etc.

Reverses all automatic payment overdrafts within established limits based on analysis of request and use of sound decision making.

Familiarity with consumer regulations pertaining to Credit Bureau reporting, dispute resolution, Civil Service Members Relief Act, RESPA is required.

Maintains a proactive commitment to established bank programs, such as Community Reinvestment Act (CRA) and Affirmative Action.

Complies fully with all Bank Operational and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).

Qualification

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Mortgage Servicing experienceMSP system conversionCustomer Service knowledgeConsumer regulationsInvestor rules knowledgeClient interfacingTime management skills

Required

5 years of Mortgage Servicing experience in Customer Service working on MSP

Extensive knowledge of rules and regulations surrounding Customer Service

Extensive knowledge of all investor rules for GSE, GOV, Private and Bank-owned portfolios

Proven ability to effectively provide hands-on support to the Customer Service operations during the mortgage servicing system conversion, maintaining production and quality

Excellent written and verbal communications skills, organizational and time management skills, and the ability to interface confidently with investor/clients, auditors and management