Mortgage Servicing Specialist

IBC Bank successes are the result of an aggressive and innovative attitude. The Bank's "We Do More" philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBC's focus is to be customer centric and strive to provide excellent customer experience.

Time Type:
Full time

This is an in-office position.

Department:
211 Mortgage Servicing

Job Summary:
The IBC Mortgage Servicing Specialist provides exceptional customer service, performs intermediate tasks related to loan maintenance, lending support, addressing borrower inquiries. Responsible for gathering documents for audits and is the process owner for MERS. The Mortgage Servicing Specialist should possess a "We Do More" attitude, strong work ethic, and customer service orientation.

Job Description:

ESSENTIAL JOB FUNCTIONS

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.

• Provides support in all introductory Loan Servicing activities
• Conducts weekly and monthly Critical Audit report
• Completes MERS registration, deactivation, TOB, TOS, and annual audit
• Assists with gathering documents for Internal and external audits
• Assists with gathering documents for CFPB and FDIC complaints.
• Demonstrates a proficiency in system and loan maintenance, handling escalated service requests for the department with minimal support from management
• Monitors daily reports, resolves complex member issues, and ensures seamless service to our customers
• Creates ad hoc reports
• Completes intermediate servicing requests received through CRM platform to resolve member issues related to payment processing, collateral insurance, claims, release, documentation, and title processes
• Obtains updated Homeowners Insurance Declaration pages
• Files new loan packages within the department's retention procedures. Prepares copies of loan documents for imaging.
• Makes outbound calls based on required calling activities.
• Serves as back up for queue calls
• Processes payments, payoff requests, and late fee waivers.
• Processes ticket batches
• Processes DMI payment wires and HELOC wire transfers
• Works together within a team to complete activities/calls to ensure daily workload is finished.
• Promotes a team environment and provide suggestions for improving lending processes
• Actively participate in team and department meetings

SKILLS

• Demonstrated ability to multitask and work well under pressure
• Ability to perform repetitive and non-repetitive processes quickly, accurately, and thoroughly
• Ability to resolve escalated customer inquiries daily including, but not limited to, loan and payment related matters, technical issues, and miscellaneous loan maintenance
• Demonstrates ability to be adaptable, applying learning to solve more complex situations
• Strong computer navigation, keyboarding, data entry, and software use skills
• Excellent written and verbal communication skills. Able to be effective with on the phone and in-person with internal and external customers.
• Interpersonal effectiveness with ability to build and maintain relationships.
• Ability to embrace change with a positive approach.

EDUCATION

• High School diploma or GED equivalent required
• 2 yrs. College OR Minimum 2 years' experience in loan servicing or equivalent mortgage / customer service experience required
• Spanish Language Preferred