Mortgage Servicing Sr. Specialist - On-Site Omaha NE

First National Bank of Omaha•Omaha, NE

7d•Onsite

About The Position

The Mortgage Servicing Sr. Specialist provides customer service for mortgage loans to bank partners and customers, and accurately processes daily maintenance and requests for Mortgage Loan Operations. The role works collaboratively with teammates to balance workloads and meet daily deadlines. The specialist supports one or more mortgage servicing functions, including payment processing, escrow processing, new loan onboarding, and payoff processing. The role responds to servicing inquiries, maintains customer confidentiality, identifies servicing issues and trends, and uses the ICE MSP, Lereta, Empower, Foundation, FirstWork, and eGain systems to resolve questions and requests. The position is expected to work onsite in Omaha, Nebraska; work location may change based on business needs.

Requirements

High school diploma or GED.
Working knowledge of Microsoft Office products, including Outlook and Excel.
Empathetic phone etiquette and the ability to understand the customer's perspective in difficult situations.
Clear oral and written communication skills.
Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.
Ability to work independently in a diverse, fast-paced environment while meeting service-level expectations and regulatory requirements.
Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.
Attention to detail and understanding of basic balancing.
Unrestricted work authorization; candidates must not require future sponsorship.

Nice To Haves

Previous experience in mortgage servicing operations, mortgage origination, or real estate transactions.

Responsibilities

Provide operational support for one or more mortgage servicing functions: payment processing, escrow processing, new loan onboarding, and payoff processing.
Answer incoming calls from internal and external customers and resolve mortgage servicing inquiries.
Make outbound calls to customers, bank partners, insurance agencies, tax authorities, investors, and other related entities to resolve issues and inquiries.
Maintain professional and courteous working relationships with customers, team members, partners, and management.
Maintain customer confidentiality and confidence during servicing work and conversations.
Process transactions and review loan information accurately, with attention to detail.
Meet deadlines with an appropriate sense of urgency.
Identify and communicate servicing issues and trends.
Use ICE MSP, Lereta, Empower, Foundation, FirstWork, and eGain to resolve customer questions and requests.
Track ongoing work volume related to assigned duties.
Cross-train to provide coverage for additional roles on the Mortgage Servicing Team.
Review, scan, and organize mail received for the servicing team.
Order supplies needed for the onsite team and its work.
Assist remote team members with printing, scanning, or mailing needs.