Mortgage Servicing Representative 1

F.N.B. Corporation•Hermitage, PA

5d•Onsite

About The Position

The Mortgage Care Center serves as a critical component of FNB's mortgage servicing operation and acts as the primary point of contact for customers throughout the life of their mortgage loan. The department is responsible for providing exceptional customer service while supporting operational efficiency, regulatory compliance, customer retention, and overall servicing quality.

Requirements

Excellent project management skills
Excellent communication skills, both written and verbal
Excellent organizational, analytical and interpersonal skills
Ability to use general office equipment
Ability to use a personal computer and job-related software
MS Word - Basic Level
MS Excel - Intermediate Level
MS PowerPoint - Basic Level
Knowledge of GSE (Freddie Mac/Fannie Mae) investor servicing and reporting.
Only candidates who are legally authorized to work in the U.S. will be considered.

Nice To Haves

Knowledge of Fiserv Premier preferred.

Responsibilities

Handling inbound customer calls related to mortgage servicing questions and account maintenance.
Processing mortgage payoff requests and providing customers with accurate payoff information.
Conducting welcome calls to new FNB mortgage customers to ensure a positive onboarding experience and answer questions regarding loan servicing.
Assisting customers with payment inquiries, escrow accounts, taxes, insurance, loan balances, and other servicing-related requests.
Researching and resolving customer concerns in a timely and professional manner.
Documenting customer interactions and account activity accurately within servicing systems.
Escalating complex issues to the appropriate departments while maintaining ownership of the customer experience.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
Compliance with regulatory laws and company procedures is a required component of all position descriptions.