What are the responsibilities and job description for the Mortgage Loan Servicing Specialist position at 3Rivers Federal Credit Union?
Position: Mortgage Servicing Specialist
Reports To: Mortgage Servicing Manager
Position Type: Non-Exempt
Manages: None
Reports To: Mortgage Servicing Manager
Position Type: Non-Exempt
Manages: None
.
POSITION SUMMARY
Identifies opportunities to service the membership by simplifying lives and recognizing needs. Executes work to complete the lending process after closing with a focus on proper title control, filing and processing insurance claims, and maintaining and processing necessary files. Evaluates practices up to and through the loan closing, as well as the effectiveness of productivity by knowing the business impact of the results that are generated and the decisions that are made. Connects members with the resources available and with the internal team by resolving issues and using effective communication to ensure 3Rivers succeeds.
PERFORMANCE STANDARDS
Execution: What does this position do?
Strengthens the Credit Union position and reduces losses to the credit union by servicing mortgage loan relationships including processing and auditing secured loan files and documents, title tracking, and processing insurance claims. Assist members and team with routine questions and problems regarding mortgage loans.
Collaboration: Who does this position work with to get the job done?
Routinely collaborates with all resource centers to ensure that communication is consistent and that membership needs are met in a timely and efficient manner. Provides flexible and responsive support to the membership and the entire workforce in order to produce results year after year.
Productivity: What does the work from this position produce or generate?
Member-first mentality by influencing effective & timely service through team members and membership. Serves as connection between the membership and vital services/solutions. Timely responsiveness to internal and external membership through follow-up. Anticipation of member needs through experience in financial services. Educates internal staff and membership. Ensures resolution of, or the necessary actions are taken toward accurately maintained files, completed taxes, insurance payments, claims, processed mortgage changes, and identifying efficiencies through process changes and technology utilization.
Business Need & Value: What is the impact of this position?
Minimizes loss to the credit union by ensuring proper filing, touch point with internal and external membership, impacts Measures that Matter, and ensures compliance with laws and regulations. Provide superior service to membership through education and timely responsiveness to improve the member relationship and positively impact the measures that matter.
Flexibility: How adaptable & flexible does this position need to be for 3Rivers?
Adapt professionally through personal and interpersonal behavior appropriately based on the needs of the situation. Must demonstrate ability to anticipate resolution to unexpected circumstances and ensure uninterrupted production through team members. Cross-train to cover other positions’ responsibilities and cross–train others to cover assigned responsibilities throughout the resource center. Must maintain multiple projects simultaneously. Productive and effective decisions and the ability to leverage resources appropriately are key to achieving service standards. Adapt easily to new technology, regulations, processes and procedures. Available for immediate support to resolve issues.
POSITION REQUIREMENTS
Effective & Timely: Focuses on the details to ensure compliance, and recognizes the priorities to produce results within set timeframes.
- Maintains accurate records of timely disbursements for tax and insurance payments to third parties.
- Performs analysis on serviced mortgage loans to insure compliance with Credit Union policy and all regulatory requirements.
Resolution Oriented: Focuses on the end result, and the necessary actions to achieve that outcome, to satisfy the membership and benefit the credit union.
- Engages in problem resolution from start to finish by clarifying the claim, determining the cause and following up to ensure there is a resolution.
- Assists members and team3 with routine questions and problems regarding mortgage loans, mortgage recording and releases, and other similar transactions.
- Reverse and reapply payments made incorrectly on the Core system or through the unapplied report function.
- Assembles necessary documents to file claims when necessary.
Effective Communication: Explains the process and its components clearly and can answer questions with confidence and resolution.
- Utilizes positive interactions and negotiation skills to obtain and evaluate relevant information to determine the inefficiency and identify possible solutions.
- Provides recommendations to management for process improvements, gaining efficiencies, and areas of concern.
- Maintains consistent communication with management regarding all potential problems, irregularities, new developments, changes and other relevant information.
- Collaborates with other department personnel and other resource centers, keeping a professional and courteous attitude with each encounter.
- Builds rapport by establishing trusting relationships with members and providing consistent high-quality service.
ACTIVITY & KNOWLEDGE REQUIREMENTS
Work Environment
- Normal accessibility of branch and corporate work sites required for the position.
- Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
- Normal amount of extended work hours required.
Physical Effort
- Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
- Normal physical agility, which includes ability to maneuver body while in place.
- Normal physical strength to handle routine office materials and tools.
- Normal physical strength to handle 50-pound object, taking frequency into consideration.
- Normal dexterity of hands and fingers.
- Normal coordination, including eye-hand, hand-foot.
- Normal endurance.
Knowledge Requirements
- Working knowledge of laws and regulations regarding mortgages
- Strong interpersonal and communication skills
- Ability to adapt communication style, content, and format for varying circumstances and audiences of all levels and functional areas.
- Ability to be responsive and persuasive at all levels of the organization.
- Willingness and ability to learn on the job.
- Ability to identify and coordinate the resolution of problems and inaccuracies.
- Ability to analyze work flow and develop procedural modifications
- Exceptional attention to detail
- Excellent problem solving and organizational skills
EDUCATION AND/OR EXPERIENCE
- High School diploma or equivalent
- College degree or equivalent experience, preferred
- Mortgage Servicing experience, preferred
Salary : $250,000 - $0
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