SERVICING SPECIALIST II

Loan Servicing Specialist II

This position will report to the Loan Servicing Supervisor while working closely with team members to provide top level customer service to our borrowers, loan officers and investors. The team is responsible for interim servicing of 5000-7000 loans monthly until the loans are transferred to investors (servicing released) or to our sub-servicers (servicing retained). Must have a broad understanding of Mortgage Banking, investor guidelines and regulatory compliance issues involved.

Essential Duties and Responsibilities:

• Customer Service:
  1. Provide excellent customer service to our borrowers, loan officers and branch managers utilizing your industry knowledge and expert problem-solving skills.
  2. Working with Investors to resolve borrower issues
  3. Handle the more complex research related customer service issues.
• Consumer Complaints:
  1. Work closing with borrowers and loan officers to resolve all consumer complaints and to minimize the impact to APM
• Escrow Administration:
  1. Generation of Escrows Due Reports
  2. Payment of escrow items per Investor requirements
     • Requesting refunds from investors for escrow payments as needed and follow through until funds are received
  3. Notifying MI companies of loans sold
• Loans Paid in Full:
  1. Issue Payoff Demands
  2. Process through release of lien
• Sub-Servicer Oversight:
  1. Assist with monthly audits of our sub-servicer
• Collections:
  1. Contact borrowers in a respectful but effective manner to collect payments that are due to us
  2. Create and monitor payment plans for missed first payments
• Other Departmental functions as required

Qualifications/Requirements:

• 100% understanding and commitment to the APM values of Respect, Transparency and Scrappy
• First rate mortgage customer service skills, the ability to react with respect and compassion to borrowers and loan officers. Every interaction should leave the customer feeling good about their decision to do business with American Pacific Mortgage.
• Creative problem solver
• Committed to developing needed relationships with Investors, Branches and other APM Departments which will result in solving issues quickly
• Strong Excel skills, able to create complex spreadsheets that clearly convey required data to management
• Two or more years of Mortgage Loan Servicing. Familiar with loan servicing, investor guidelines and CFPB requirements
• Outstanding verbal/written communication skills
• Aptitude to work well with others as well as independently
• Ability to set priorities and solid time management
• Flexibility to adapt to change and willing to learn and develop new skills as applicable
• Strong attention to details, ability to follow through to resolution when resolving problems, ability to be creative if current processes are not resulting in results
• Proficient in MS Office, Word and Excel
• Adaptability – able to quickly learn new processes, products or computer programs
• Commitment to company values, policies and procedures
• Excellent interpersonal communication skills
• Customer Service – the ability to provide and maintain effective and positive communication
• Adaptability – an ability to quickly learn new or different techniques, products and computer programs
• Problem Solving – an ability to effectively analyze and resolve problems at a functional level
• This person must live our culture every day! (Respect, Transparency, Scrappy)
• Other duties as assigned