Corporate Mortgage Loan Servicing Representative

Glacier Bancorp, Inc.•Coeur d'Alene, ID

6d•Onsite

About The Position

Provide customer service regarding Mortgage Loans for the Company. Effectively navigate loan processes and documentation to address a multitude of customer concerns regarding terms of loans or other requirements to remain in good standing with the institution. Additionally, the loan-servicing representative will maintain excellent knowledge of banking regulations and institutional policies and procedures. Navigate the institution's database quickly and efficiently to find answers to customer questions. Complete a broad range of operational duties within assigned area(s), and ensure timely completion and compliance with established internal standards and external regulations. Also carries out the duties relevant to the maintenance of all loan records after closing of a mortgage loan. Assigned area(s) may include default support, specialized activities in support of ARMs, tax and insurance, research, payoffs, centralized processing unit (CPU), and/or various areas of payment servicing. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. This is a Corporate position that is located in Coeur D' Alene, ID. The entry-rate for this position is $21.30 + /hour (calculated for Coeur D'Alene, ID). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background. Customer Service - Answers basic and in depth questions from customers and internal inquiries regarding the mortgage and loan documents, balance owing, escrow status, escrow analysis, payment breakdown and other basic matters pertaining to loans. Documents borrower interactions and accurately capture data using company loan processing systems. Prepares correspondence and documents and performs other clerical duties related to loan servicing. Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting them with questions and complaints concerning all aspects of servicing functions, notifying them of information required related to the servicing of the loan, and providing information related to other services. Payoff & Release Administration – Perform all activities related to the payoff of a mortgage loan, including calculating and providing payoff statements to borrowers and third parties, verify the accuracy of funds received and process payoff funds, complete satisfactions on paid in full loans and requests for partial release of property. Loan File Maintenance - Responsible for the monitoring of exception reports, investigation and resolution of cases. Review automated system information to ensure accuracy of data entered, process AFTs/ ACHS, Interest Rate Adjustments, payments, payoffs, escrow accounts, process modifications and forbearance agreements and miscellaneous Loan File Maintenance as required, as well as follow-up on final documents that are pending. Cross train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high volumes times or vacations. These tasks include but are not limited to escrow administration (Distributions, Tax, Flood, Hazard & PMI), Freddie Mac Servicing, Insurance Tracking, Loss Mitigation (past due loans, Successor in Interest, & bankruptcies), Credit Reporting, filing and scanning documentation, Change in Terms/ Modifications, Loan Audits/ Reviews (Internal & External), acquisitions and other special projects. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

Requirements

High School Diploma / GED
3 years Work experience in a direct customer service role.
1 year Administrative experience in an office environment.
Beginner Experience with Word, Excel, Adobe, PowerPoint, Internet Explorer / Google Chrome, and Email.
Employee must be trustworthy and possess a significant level of credibility, discretion, and diplomacy.
Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.
Ability to take initiative, and make decisions based on regulations, company policies, knowledge and experience with minimal supervision.
Ability to adapt to change (e.g. shifting priorities, demands, and timelines) through time management, analytical, and problem solving skills.
Ability to serve as a backup for other staff members in a mutually supportive team work environment.
Employee must be capable of regular, reliable, and timely attendance.
Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.

Nice To Haves

Beginner Experience with loan servicing, consumer financial, or related experience.
Beginner Experience working with a loan platform software such as Jack Henry, Black Night, Fiserve, etc.

Responsibilities

Provide customer service regarding Mortgage Loans for the Company.
Effectively navigate loan processes and documentation to address customer concerns regarding terms of loans or other requirements.
Maintain excellent knowledge of banking regulations and institutional policies and procedures.
Navigate the institution's database quickly and efficiently to find answers to customer questions.
Complete a broad range of operational duties within assigned area(s), ensuring timely completion and compliance with established internal standards and external regulations.
Carry out duties relevant to the maintenance of all loan records after closing of a mortgage loan.
Answer basic and in-depth questions from customers and internal inquiries regarding mortgage and loan documents, balance owing, escrow status, escrow analysis, payment breakdown and other basic matters pertaining to loans.
Document borrower interactions and accurately capture data using company loan processing systems.
Prepare correspondence and documents and perform other clerical duties related to loan servicing.
Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting them with questions and complaints.
Perform all activities related to the payoff of a mortgage loan, including calculating and providing payoff statements, verifying funds received, processing payoff funds, completing satisfactions on paid-in-full loans, and handling requests for partial release of property.
Monitor exception reports, investigate and resolve cases.
Review automated system information to ensure accuracy of data entered.
Process AFTs/ACHS, Interest Rate Adjustments, payments, payoffs, escrow accounts, modifications, and forbearance agreements.
Perform miscellaneous Loan File Maintenance as required.
Follow up on final documents that are pending.
Cross-train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high volume times or vacations.
Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.