Consumer Mortgage Servicing Specialist II

Choice Bank•Fargo, ND

14d

About The Position

The Consumer Mortgage Loan Servicing Specialist II is responsible for day-to-day management of residential mortgage loans after closing, ensuring accurate payment processing, escrow administration, borrower support and regulatory compliance. This role serves as a critical bridge between borrowers, internal teams, servicer/investor partners and third-party vendors, delivering consistent, compliant, and high-quality servicing across the loan lifecycle.

Requirements

4 to 6 years of relevant experience with requisite competencies.
Advanced knowledge of mortgage servicing, FNMA guidelines, and secondary market processes.
Proven track record of resolving complex customer issues and maintaining high satisfaction levels.
Skilled in collaborating across departments to ensure timely resolution of customer concerns.
Strong organizational skills and ability to adapt to changing customer needs.

Responsibilities

Loan Administration
Processes loan documents timely and accurately in accordance with Choice Financial, federal and state law requirements.
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
Mortgage Servicing
Inputs mortgage loans on core system, accurately reflecting executed loan documents.
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.
Customer Service and Product Support
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.
Other Projects & Responsibilities
Assists with preparing mortgage files for internal and external review.
Collaborates with appropriate loan department staff on related questions/issues regarding loan documentation.
Creates and/or updates department specific procedures when necessary.
Identifies opportunities to improve customer experience and shares feedback with leadership to enhance service delivery.
Other General & Administrative
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
Related Skills & Key Competencies
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.