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. 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, and addresses borrower inquiries. Responsibilities include gathering documents for audits and owning the MERS process. The ideal candidate has a strong work ethic, a "We Do More" attitude, and a customer‑service orientation. Essential Job Functions Provide support in all introductory loan servicing activities. Conduct weekly and monthly critical audit reports. Complete MERS registration, deactivation, TOB, TOS, and annual audit. Assist with gathering documents for internal and external audits as well as CFPB and FDIC complaints. Demonstrate proficiency in system and loan maintenance; handle escalated service requests with minimal management support. Monitor daily reports, resolve complex member issues, and ensure seamless service to customers. Create ad‑hoc reports. Complete intermediate servicing requests received through the CRM platform to resolve member issues related to payment processing, collateral insurance, claims, release, documentation, and title processes. Obtain updated homeowners insurance declaration pages. File new loan packages following the department’s retention procedures. Prepare copies of loan documents for imaging. Make outbound calls based on required calling activities. Serve as backup for queue calls. Process payments, payoff requests, and late fee waivers. Process ticket batches, DMI payment wires, and HELOC wire transfers. Work within a team to complete activities/calls and ensure daily workload is finished. Promote a team environment and provide suggestions for improving lending processes. Actively participate in team and department meetings. Skills Ability to multitask and work well under pressure. Perform repetitive and non‑repetitive processes quickly, accurately, and thoroughly. Resolve escalated customer inquiries daily, including loan and payment matters, technical issues, and miscellaneous loan maintenance. Adaptable and capable of applying learning to solve more complex situations. Strong computer navigation, keyboarding, data entry, and software use skills. Excellent written and verbal communication skills; effective on the phone and in person with internal and external customers. Interpersonal effectiveness with the ability to build and maintain relationships. Positive approach to change. Education & Experience High School diploma or GED required. Minimum 2 years of experience in loan servicing or equivalent mortgage/customer service experience required. College education preferred. Spanish language preferred. Benefits Medical plan Employer‑paid life insurance Flexible spending program 401(k) with profit‑sharing program Supplemental benefits: vision, dental, disability Tuition assistance program Sick leave, vacation, paid holidays #J-18808-Ljbffr