SERVICING SPECIALIST II

American Pacific Mortgage•Roseville, CA

10d•Onsite

About The Position

This position will report to the Loan Servicing Supervisor while working closely with team members to provide top level customer service to our borrowers, loan officers and investors. The team is responsible for interim servicing of 5000-7000 loans monthly until the loans are transferred to investors (servicing released) or to our sub-servicers (servicing retained). Must have a broad understanding of Mortgage Banking, investor guidelines and regulatory compliance issues involved.

Requirements

100% understanding and commitment to the APM values of Respect, Transparency and Scrappy
First rate mortgage customer service skills, the ability to react with respect and compassion to borrowers and loan officers. Every interaction should leave the customer feeling good about their decision to do business with American Pacific Mortgage.
Creative problem solver
Committed to developing needed relationships with Investors, Branches and other APM Departments which will result in solving issues quickly
Strong Excel skills, able to create complex spreadsheets that clearly convey required data to management
Two or more years of Mortgage Loan Servicing. Familiar with loan servicing, investor guidelines and CFPB requirements
Outstanding verbal/written communication skills
Aptitude to work well with others as well as independently
Ability to set priorities and solid time management
Flexibility to adapt to change and willing to learn and develop new skills as applicable
Strong attention to details, ability to follow through to resolution when resolving problems, ability to be creative if current processes are not resulting in results
Proficient in MS Office, Word and Excel
Adaptability – able to quickly learn new processes, products or computer programs
Commitment to company values, policies and procedures
Excellent interpersonal communication skills
Customer Service – the ability to provide and maintain effective and positive communication
Adaptability – an ability to quickly learn new or different techniques, products and computer programs
Problem Solving – an ability to effectively analyze and resolve problems at a functional level
This person must live our culture every day! (Respect, Transparency, Scrappy)
Other duties as assigned

Responsibilities

Provide excellent customer service to our borrowers, loan officers and branch managers utilizing your industry knowledge and expert problem-solving skills.
Working with Investors to resolve borrower issues
Handle the more complex research related customer service issues.
Work closing with borrowers and loan officers to resolve all consumer complaints and to minimize the impact to APM
Generation of Escrows Due Reports
Payment of escrow items per Investor requirements
Requesting refunds from investors for escrow payments as needed and follow through until funds are received
Notifying MI companies of loans sold
Issue Payoff Demands
process through release of lien
Assist with monthly audits of our sub-servicer
Contact borrowers in a respectful but effective manner to collect payments that are due to us
Create and monitor payment plans for missed first payments
Other Departmental functions as required