Mortgage Servicing Sr. Specialist - Onsite

First National Bank of Omaha•Omaha, NE

1d•Onsite

About The Position

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success. Summary of the Job: The Mortgage Servicing Sr. Specialist is responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. The role will accurately process daily maintenance and/or requests for Mortgage Loan Operations and work collaboratively with teammates to balance workloads and meet daily deadlines. About This Role: Job Specific Responsibilities/Accountabilities: 1. Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan onboarding & payoff processing. 2. Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries. 3. Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management. 4. Maintain customer confidentiality and confidence while performing servicing functions and conversations. 5. Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy. 6. Meet deadlines with an appropriate sense of urgency. 7. Identify and communicate servicing issues and trends. 8. Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems. 9. Track work volume related to your specific job duties on an ongoing basis. 10. Cross train for coverage of additional roles within the Mortgage Servicing Team. The Ideal Candidate for This Role:

Requirements

HS Diploma or GED
Working knowledge of MS Office products, Outlook and Excel etc.
Demonstrate empathetic phone etiquette and ability to walk in the customer’s shoes when faced with difficult situations to create positive outcomes.
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 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.
Detail oriented with an understanding of basic balancing
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.

Responsibilities

Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan onboarding & payoff processing.
Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.
Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.
Maintain customer confidentiality and confidence while performing servicing functions and conversations.
Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.
Meet deadlines with an appropriate sense of urgency.
Identify and communicate servicing issues and trends.
Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems.
Track work volume related to your specific job duties on an ongoing basis.
Cross train for coverage of additional roles within the Mortgage Servicing Team.