PROGRAM SPECIALIST- 1 Year Project

WISCONSIN HOUSING & ECONOMIC•Madison, WI

9d•Hybrid

About The Position

WHEDA is seeking a Program Specialist for a one-year project in its Single-Family Servicing department at its Madison facility. The role supports contact center customer service, payment processing, escrow administration, and loan satisfaction in compliance with WHEDA, investor, and regulatory requirements. The employee will have competency in one or more specialties: servicing, payment processing, or escrow administration. The position initially works 100% in-office. After training is complete, the direct manager may decide when the employee can begin a hybrid work schedule. The position is not eligible for work-related immigration visa sponsorship. The hiring range is $47,589–$57,645 annually; the offered salary depends on qualifications and internal pay equity.

Requirements

High school diploma or GED and 0–2 years of relevant experience, or an equivalent combination of education and experience.
Proficiency with computer software, Microsoft Office, and the internet.
Knowledge of customer service principles.
Excellent verbal and written communication skills, including preparation of business correspondence.
Attention to detail and ability to troubleshoot for process improvement.
Problem-solving skills and ability to work under pressure.
Ability to prioritize and manage work projects successfully.
Ability to work independently and efficiently.
Strong adherence to confidentiality when working with clients and vendors.
Knowledge of data collection and research methods and data entry principles.
Strong mathematical aptitude.
Knowledge of mortgage lending regulations, practices, procedures, and applicable federal, state, and local laws.

Responsibilities

Provide customer support to borrowers, lending partners, insurance agents, title companies, and/or housing authorities.
Monitor incoming email to a shared mailbox.
Review and process paid-in-full documents, letters, satisfactions, and escrow refunds.
Enter and process bills for corporate advances.
Maintain accounts, including mailing address and name changes, property tax and ACH setup, and returned or undeliverable mail.
Process incoming payoff quote requests.
Post and reconcile coupons; manage lockbox imports, recurring and one-time ACH exports and prenotes, wire posting, payment reports, batch balancing, housing assistance, remote capture deposits, and cash balancing.
Perform daily hazard insurance entry and weekly insurance payments; process private mortgage insurance payments and cancellations; monitor, cancel, and pay force-placed insurance; review insurance reports; and perform initial escrow setup and analysis.
Assist in coordinating and carrying out the Servicing department’s day-to-day operations.
Participate in analysis for selecting and implementing new and existing software and in formulating or modifying policies, programs, and procedures.
Perform or assist with other duties as assigned.