This position will be responsible for the interim servicing of the residential loans sold on the secondary market. Responsibilities include performing duties of loan set-up, loan pay-off, account reconciliations, customer service and past-due collections.
Essential Duties and Responsibilities (Other duties may be assigned.)
- Board mortgage loans to the servicing system accurately and timely upon receipt of completed loan closing packages.
- Verify the accurate transfer of loan fees, terms, and related data from the loan origination system to the servicing system and general ledger.
- Monitor and track receipt of initial mortgage payments for loans serviced by the Bank.
- Process loan payoffs in the servicing system upon receipt and reconciliation of investor purchase advices.
- Perform daily monitoring, balancing, and reconciliation of assigned general ledger accounts and designated demand deposit accounts (DDA).
- Research and resolve account variances within established timelines and compliance standards.
- Provide exceptional customer service and support to both secondary market and portfolio mortgage customers.
- Conduct collection activities, including contacting customers with delinquent mortgage payments to discuss repayment options and account status.
- Develop, document, and maintain department procedures to ensure compliance, consistency, and operational efficiency.
- Cross-train with team members and provide backup support to ensure business continuity and coverage of critical functions.
Education & Experience
- High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Finance, Accounting, or a related field preferred.
- Minimum of 2 years of experience in mortgage servicing, mortgage operations, loan processing, banking operations, or a related financial services role.
- Experience with mortgage servicing systems and loan origination systems preferred.
Knowledge & Skills
- Working knowledge of mortgage servicing practices, investor loan purchases, payment processing, and collections.
- Understanding of general ledger balancing, account reconciliation, and basic accounting principles.
- Strong attention to detail with a high level of accuracy in data entry, balancing, and transaction processing.
- Excellent analytical and problem-solving skills with the ability to research and resolve discrepancies in a timely manner.
- Strong customer service and interpersonal skills, with the ability to communicate professionally with customers and internal stakeholders.
- Ability to prioritize multiple tasks, meet deadlines, and work effectively in a fast-paced environment.
- Proficient in Microsoft Office applications, including Excel, Word, and Outlook.
- Strong written communication skills with the ability to create and maintain procedures and documentation.
- Ability to work independently and collaboratively as part of a team.
- Demonstrated commitment to confidentiality, compliance, and operational risk management.
Other Requirements
- Ability to cross-train on departmental functions and provide backup support as needed.
- Willingness to adapt to changing priorities and operational needs.
- Regular and reliable attendance.
