Residential Loan Servicing Representative (Salary Grade 10)

Job Description

Job Description

Responsible for all mortgage loan servicing activities of Amerant Bank, including addressing customer inquiries, escrow servicing, and customer complaints. Also responsible for ensuring compliance with state specific laws and regulations, as well as, the CFPB’s Mortgage Servicing Rules. 

Responsibilities:

• Responsible for the overall servicing of the Company’s mortgage loan portfolio, including payment collection, handling of client inquiries, and escrow inquiries, including insurance servicing support and property taxes questions
• Responsible for the on-going balancing and maintenance of all escrow accounts and for the processing of annual escrow analysis ensuring compliance with federal regulations.
• Process escrow disbursements in an accurate and timely manner ensuring compliance with Company policy and federal regulation and protecting the bank’s financial interest as well as the customer’s rights under consumer compliance regulations and laws.
• Responsible for the control of the Private Mortgage Insurance (“PMI”) servicing process (regulatory process)
• Responsible for the research of loan claims and/or complaints, providing service to customers and banking officers as required to solve problems on a timely basis and within federal banking guidelines, and addressing cases specific to mortgage loans that come in via Case Management or the call center
• Responsible for the processing and monitoring of adjustable-rate mortgages to ensure that customers are notified of changes on a timely basis
• Ensure compliance with banking regulations, specifically CFPB’s Mortgage Servicing Rules (Regulation X and Regulation) Z, as well as adhering to specific loan servicing laws and regulations (outside of FL)
• Responsible for the administration of the annual issuance of IRS annual loan statements (1098s).
• Administrative tasks include handling telephone calls from the customers/officers, handling customer complaints,
• Works closely with compliance and enterprise risk to ensure all client complaints are logged and handled in accordance with Amerant Bank policies and procedures.
• Work closely with sales and operational partners across all job functions to create a team environment focused on the delivery of service level expectations and attainment of departmental and organizational production goals.
• Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues.
• To identify, evaluate, monitor, and make any recommendation deemed necessary to their respective Risk Management Committee in order to mitigate assess, reduce, eliminate or and control any current or prospective risks to earnings or capital arising from the activities carried out by the company. violations of, or nonconformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards. 
• Other duties as required (e.g. working overtime when necessary)

Minimum Education and/or Certifications Requirements:

Associate degree in Accounting or Finance preferred or three years of residential servicing experience.

Minimum Work Experience Requirements:

Three to five years of experience in the residential mortgage servicing function.

Technical and/or Other Essential Knowledge:

Excellent communication skills, ability to work in a group environment. Proficient in mortgage servicing software