About the Role
Overview:
Completes highly skilled processing and research duties related to mortgage payments, payoffs and special loans. Serves as a subject matter expert for the department and business partners.
Primary Responsibilities:
• Complete high complexity data entry, research, analysis and Interpretation related to mortgage payments, payoffs and special product maintenance. Serve as subject matter expert for the team and internal business partners.
• Complete advanced document review and/or preparation related to team procedures, projects and ACH (Automated ClearingHouse) agreements.
• May work with Compliance and OCA (Office of the Customer Advocate) in response to regulatory and escalated complaints and litigation. Gather data for audits.
• Respond to or initiate complex requests on exception payment applications and mortgage document term research.
• Complete high complexity non-standardized research on missing or misapplied payments or payoffs that may be linked to audit, compliance, regulator and risk escalations.
• Complete high complexity-level analysis and reconciliations and review and research of reconciling items.
• Complete highly complex, non-standardized exception processing of payments, payoffs and ARM (Adjustable Rate Mortgage) criteria outside current system logic.
• Communicate with internal business partners or external customers regarding escalated issues around Mortgage payment, payoff or payment parameters.
• Work with, assist, complete quality control, provide coaching and training, and monitor reporting of offshore vendors who are processing work on behalf of the Bank.
• May assist with department projects and process improvements as needed.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
• Complete other related duties as assigned.
Scope of Responsibilities:
The jobholder may work in Mortgage Payments, Payoffs or Special Products and is responsible for advanced level tasks requiring mathematical analysis and expanded use of judgment within assigned department. The jobholder requires highly specialized knowledge of the servicing system, cash flow, products and pertinent policies and regulations.
Education and Experience Required:
Associate's degree and a minimum of 2 years’ general work experience, or In lieu of degree, a combined minimum of 4 years’ higher education and/or work experience, including a minimum of 2 years’ general work experience
Proven internal and external customer service experience
Proficiency with personal computers as well as pertinent spreadsheet and word processing software
Excellent verbal and written communication skills
Advanced problem-solving skills