Mortgage Servicing Specialist

Overview

The Mortgage Servicing Specialist position is accountable for providing the highest level of customer service to internal and external customers with operational integrity. Responsible for owning and facilitating the customer experience and loan transactional requirements once loans have closed, have been boarded to our core system and through the life of the loan. Performing both routine and complex duties demonstrating expertise in Federal and State Regulatory requirements, Investor directives and Johnson Financial Group priorities.

KEY RESPONSIBILITIES

Position Specific Responsibilities

Responsible for providing exceptional customer service to all internal and external customers, building trust through listening, and resolving customer-related issues with a favorable outcome.

Acts as the contact for all internal JFG departments, facilitating questions and requests ensuring expeditious answers and exceptional service experiences.

Performs mortgage loan transactional requirements including : balloon renewal management, processing mortgage payments and payoffs, preparing mortgage payoff statements, mortgage satisfactions and amendments, and recording mortgage documents.

Responsible for real estate tax administration, including annual disbursements, annual escrow analysis, delinquent tax searches and maintenance of EDO data.

Responsible for Hazard and flood insurance monitoring, including payment of premiums and management of force-placed insurance coverage.

Responsible for PMI administration including certificate maintenance, payment of premiums and management of borrower requested cancellations and automatic terminations per the Home-Owner's Protection Act.

Responsible for FIS system maintenance of loan payments made via ACH.

Performs daily review and processing of various loan level reports to ensure unapplied funds and non-post items are credited to the loans timely and accurately.

Prepares partial release documentation and analysis for management review and approval.

Research outstanding items on various loan GL's and DDA's and clear within appropriate timeframes.

Assists with administration of new construction loans as needed (i.e., auditing closed loan files, funding / draws, escrow repair accounts, conversions, interest rate modifications, ordering appraisals, preparation of documents, communicating with customers on status of construction process).

Identify potential prospects for customer convenience opportunities (i.e., APO, EDO).

Job Requirements - Education, Knowledge and Skills

Ability to handle multiple tasks, while meeting deadlines and maintaining quality levels. Demonstrates flexibility in responding to changes in assignment and job responsibility in a dynamic, fast-paced environment.

Ability to consistently demonstrate high quality decision making, keen problem solving and analytical skills. Requires strong attention to detail and a high level of accuracy.

Possesses a positive telephone presence ensuring a pleasant client interaction.

Possesses strong written and oral communication skills.

Knowledge of Freddie Mac and / or Fannie Mae servicing guidelines preferred.

Strong working knowledge of the loan servicing platforms preferred.

Strong PC skills required including working knowledge of Microsoft Office Word and Excel.

Minimum High School Diploma or equivalent. Advanced education / certification preferred.

Mortgage Industry experience preferred.

Come as you are.

Our culture embraces diversity, equity, & inclusion; one where everyone feels valued and heard. For more information on JFG's culture and diversity efforts, including our employee resource groups, please visit the Diversity section of our career website.