Req ID – 1746
Job Description
Overview
Performs a wide variety of tasks affecting originated mortgage loans. Responds to member calls, internal and external account inquiries, and researches and resolves disputes relating to existing mortgage loans.
Responsibilities
- Answers telephone inquiries timely, accurately, professionally, and courteously. Performs member verification on each call to ensure member data is protected. Serves as subject matter expert as it pertains to mortgage servicing requests.
- Processes a wide variety of member requests on their mortgage loan accounts, including but not limited to, application of payments, payoff quotes, posting of payoff proceeds, fees, lump sum payment re-amortizations and escrow analysis.
- Responsible for review, analysis and recommendation of subordination, partial release, and mortgage modification requests. This may include preparation and delivery of the required forms to members, title companies and/or attorneys. Responsible for modifying terms of existing loans which may include reducing or terminating credit lines.
- Complete Satisfaction of Mortgage for paid-in-full loans in an accurate and timely manner to ensure proper release of lien on collateral held in accordance with applicable laws and regulations.
- Research and resolve member inquiries or disputes related to mortgage billing statements, address discrepancies, payment posting, escrow analysis, 1098-Mortgage Interest Statements, etc.
- Perform research, validation and file maintenance as needed on a variety of departmental reports to ensure accuracy of data input and reporting.
- Explain Tax and Insurance Account Disclosure Statement to members, which can include surplus, shortages and deficiencies. May produce short-term analysis as needed.
- Research and resolve flood zone disputes. Communicate with third-party vendors and perform file maintenance as required. Communicate final determination and laws and regulations as it pertains to flood insurance to members.
- Produce written mortgage payoff letters from host computer system and/or mortgage servicing system according to established guidelines and within regulatory time frames.
- Monitor and track real estate property tax requirements for member’s escrow accounts in accordance with applicable laws and regulations, including the timely payment of escrowed real estate property taxes.
- Assist with review, editing and processing of year-end data for 1098-Mortgage Interest Statement reporting.
- Maintains required performance standards for quality, communication, promptness and identifying member needs. Provides outstanding member service by following Suncoast service standards
- Maintains up-to-date knowledge of current policies, procedures, and applicable laws and regulations affecting area of expertise.
- Supports branch staff and call center by phone and ChangeGear tickets. Provides prompt, professional and clear feedback.
- Reviews, processes, and inputs information into mortgage servicing system for ACH payment processing. Works with EFT Department and members to resolve discrepancies.
- Attends job-specific training classes as requested by manager. Completes annual BSA/AML compliance training and understands employee’s role in maintaining an effective BSA/AML compliance program, and completes FACT Act Red Flag training
Qualifications
- High school diploma or equivalent.
- 2 or more years’ progressively responsible mortgage or loan servicing experience, preferably with a financial institution.
- Ability to work in a high volume, fast paced environment.
- Ability to work independently and in a team-oriented environment.
- Proficient in dealing with members issues in both a routine and complex environment. Ability to effectively handle high pressure difficult member issues and escalate matters as needed.
- Proficient in Microsoft Office software, including MS Excel and MS Word.
- Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines. Accurate, detail-oriented, and organized. Able to resolve routine problems and situations.
- Basic knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.
- Basic knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
- Basic knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
- Good verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to communicate information that requires some explanation or interpretation.
- Work is closely supervised.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, employee is regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear. Must be able to lift and carry up to 25 pounds. Vision requirements include close and classroom vision. Occasionally required to travel by automobile. Occasionally required to work other than normal business hours.
Disclaimer
This job description is not intended to be all inclusive. Employee may perform other related duties as assigned to meet the on-going needs of the Credit Union.
