Mortgage Resolutions Spec III

Mortgage Resolution Specialist

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

The Mortgage Resolution Specialist supports and assists Mortgage Resolution by leading daily resolution activities and supporting a high-performing team that manages complex mortgage servicing inquiries. This role serves as a subject matter expert, partnering with internal teams to research issues, resolve customer concerns, and deliver a high-quality customer experience. The Specialist also supports workflow execution, team development, and process improvements to enhance efficiency and service quality.

Salary Range: $18.25/Hr. - $29.75/Hr. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities:

• Serve as a subject matter expert on mortgage servicing customer calls and research methods.
• Assist customers with inquiries including escrow, payment transactions, ARM changes, payoff requests, and other servicing matters.
• Coordinate problem resolution with appropriate internal departments.
• Handle inbound and outbound calls to resolve customer inquiries and return internal requests.
• Assist customers with online banking and the Black Knight system, including setup, changes, and maintenance of mortgage information.
• Initiate and coordinate necessary corrections or updates with credit reporting agencies when discrepancies are identified.
• Maintain documentation and tracking related to credit reporting disputes to support audits, quality control, and compliance reviews.

Key Accountability 2:

• Demonstrate willingness to act quickly, learn continuously, and adjust to changing priorities.
• Leverage individual strengths and those of team members to support both internal and external client needs.
• Identify opportunities for improvement and seek insight from multiple sources to generate effective solutions.
• Unite others toward common goals and collaborate across teams.
• Place organizational goals above individual or team priorities.

Key Accountability 3:

• Review, research, and resolve credit reporting disputes in accordance with regulatory requirements, internal policies, and established timelines.
• Analyze mortgage servicing records, payment histories, and supporting documentation to determine the accuracy of reported credit information.

Key Competencies for Position:

• Ability to analyze servicing issues, root causes and effective resolutions.
• Clear, concise written and verbal communication with borrowers, internal partners and leadership.
• Adapt quickly and respond effectively to change
• Support daily workflows, assist peers, and collaborate across departments to resolve issues.

Qualifications and Education Requirements:

• Minimum of 3 years of experience in mortgage loan servicing or a related field.
• Knowledge of mortgage loan documents and regulations.
• Strong customer service skills with a positive, team-oriented attitude.
• Moderate expert computer skills with working knowledge of Microsoft Office products.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical. We are Old National Bank. Join our team!