Mortgage Servicing Specialist

IBOC•Austin, TX

2d•Onsite

About The Position

The IBC Mortgage Servicing Specialist provides exceptional customer service, performs intermediate tasks related to loan maintenance, lending support, addressing borrower inquiries. Responsible for gathering documents for audits and is the process owner for MERS. The Mortgage Servicing Specialist should possess a “We Do More” attitude, strong work ethic, and customer service orientation.

Requirements

High School diploma or GED equivalent required
Minimum 2 years’ experience in loan servicing or equivalent mortgage / customer service experience required
Demonstrated ability to multitask and work well under pressure
Ability to perform repetitive and non-repetitive processes quickly, accurately, and thoroughly
Ability to resolve escalated customer inquiries daily including, but not limited to, loan and payment related matters, technical issues, and miscellaneous loan maintenance
Demonstrates ability to be adaptable, applying learning to solve more complex situations
Strong computer navigation, keyboarding, data entry, and software use skills
Excellent written and verbal communication skills.
Able to be effective with on the phone and in-person with internal and external customers.
Interpersonal effectiveness with ability to build and maintain relationships.
Ability to embrace change with a positive approach.

Nice To Haves

Spanish Language Preferred

Responsibilities

Provides support in all introductory Loan Servicing activities
Conducts weekly and monthly Critical Audit report
Completes MERS registration, deactivation, TOB, TOS, and annual audit
Assists with gathering documents for Internal and external audits
Assists with gathering documents for CFPB and FDIC complaints.
Demonstrates a proficiency in system and loan maintenance, handling escalated service requests for the department with minimal support from management
Monitors daily reports, resolves complex member issues, and ensures seamless service to our customers
Creates ad hoc reports
Completes intermediate servicing requests received through CRM platform to resolve member issues related to payment processing, collateral insurance, claims, release, documentation, and title processes
Obtains updated Homeowners Insurance Declaration pages
Files new loan packages within the department’s retention procedures.
Prepares copies of loan documents for imaging.
Makes outbound calls based on required calling activities.
Serves as back up for queue calls
Processes payments, payoff requests, and late fee waivers.
Processes ticket batches
Processes DMI payment wires and HELOC wire transfers
Works together within a team to complete activities/calls to ensure daily workload is finished.
Promotes a team environment and provide suggestions for improving lending processes
Actively participate in team and department meetings