Mortgage Servicing Specialist

Suncoast Credit Union•Tampa, FL

3h•Hybrid

About The Position

The Mortgage Service Specialist plays a vital part in providing outstanding member service in accordance with Suncoast Credit Union standards. This role serves credit union members in a timely, accurate, professional, and courteous manner through telephone inquiries. This individual will perform a wide variety of tasks to originate mortgage loans and improve members’ financial lives.

Requirements

High school diploma or equivalent
2+ years of progressively responsible mortgage or loan servicing experience, preferably with a financial institution
Ability to work in a high volume, fast-paced environment
Ability to work independently and in a team-oriented environment
Proficient in resolving members’ concerns
Ability to effectively handle complex members’ situations and escalate matters accordingly
Proficient in Microsoft Office software, including MS Excel and MS Word
Ability to prioritize tasks by effectively managing competing and changing priorities to meet required deadlines
Accurate, detail-oriented, and organized with task management
Ability to analyze and resolve difficult and complex problems
Proficient communication written, verbal and interpersonal skills to interact effectively with members, staff, vendors, and government regulators
Ability to communicate information requiring explanation or interpretation

Responsibilities

Process a wide variety of member requests on their mortgage loan accounts; for instance, application of payments, payoff quotes, posting of payoff proceeds, fees, lump sum payment re-amortizations, and escrow analysis
Perform member verification to protect the members’ confidential information
Serve as an expert in mortgage servicing requests
Review, analyze, and recommend subordination, partial release, and mortgage modification requests
Prepare and deliver the required forms to members, title companies, or attorneys
Modify terms of existing loans, including reducing or terminating credit lines
Complete the satisfaction of mortgage document when loans are paid in full to ensure proper release of lien on collateral held in accordance with applicable laws and regulations
Resolve member inquiries or disputes related to mortgage billing statements, address discrepancies, payment posting, escrow analysis, 1098-Mortgage Interest Statements, etc.
Perform research, validation, and file maintenance as needed on a variety of departmental reports to ensure accuracy of data input and reporting
Explain Tax and Insurance Account Disclosure Statement to members, including surplus, shortages, and deficiencies
Resolve flood zone disputes, communicate with third-party vendors, and perform file maintenance as required
Communicate to members the final determinations based on laws and regulations for flood insurance
Produce written mortgage payoff letters from the host computer system or mortgage servicing system according to established guidelines and within regulatory time frames
Monitor and track real estate property tax requirements for members’ escrow accounts in accordance with applicable laws and regulations
Assist with review, editing, and processing of data for 1098-Mortgage Interest Statement reports
Implement required performance standards for quality, communication, promptness, and identifying member needs
Maintain knowledge of current policies, procedures, and applicable laws or regulations
Support branch and call center staff through ChangeGear tickets, providing prompt, professional, and clear feedback to tickets
Review, process, and input information in the mortgage servicing system for ACH payment processing
Collaborate with EFT Department and members to resolve discrepancies
Attend educational events to increase professional knowledge