Mortgage Servicing Specialist

Overview

Compensation: $19.00 - $26.00 hourly based on experience and credentials

Location Type: Hybrid, The candidate must be onsite one day a week.

Position Type: Full Time


Schedule: Monday through Friday 8:00 AM - 5:00 PM

The Mortgage Service Specialist plays a vital part in providing outstanding member service in accordance with Suncoast Credit Union standards. This role serves credit union members in a timely, accurate, professional, and courteous manner through telephone inquiries. This individual will perform a wide variety of tasks to originate mortgage loans and improve members' financial lives.

Responsibilities

• Process a wide variety of member requests on their mortgage loan accounts; for instance, application of payments, payoff quotes, posting of payoff proceeds, fees, lump sum payment re-amortizations, and escrow analysis
• Perform member verification to protect the members' confidential information
• Serve as an expert in mortgage servicing requests
• Review, analyze, and recommend subordination, partial release, and mortgage modification requests
• Prepare and deliver the required forms to members, title companies, or attorneys
• Modify terms of existing loans, including reducing or terminating credit lines
• Complete the satisfaction of mortgage document when loans are paid in full to ensure proper release of lien on collateral held in accordance with applicable laws and regulations
• Resolve member inquiries or disputes related to mortgage billing statements, address discrepancies, payment posting, escrow analysis, 1098-Mortgage Interest Statements, etc.
• Perform research, validation, and file maintenance as needed on a variety of departmental reports to ensure accuracy of data input and reporting
• Explain Tax and Insurance Account Disclosure Statement to members, including surplus, shortages, and deficiencies
• Resolve flood zone disputes, communicate with third-party vendors, and perform file maintenance as required
• Communicate to members the final determinations based on laws and regulations for flood insurance
• Produce written mortgage payoff letters from the host computer system or mortgage servicing system according to established guidelines and within regulatory time frames
• Monitor and track real estate property tax requirements for members' escrow accounts in accordance with applicable laws and regulations
• Assist with review, editing, and processing of data for 1098-Mortgage Interest Statement reports
• Implement required performance standards for quality, communication, promptness, and identifying member needs
• Maintain knowledge of current policies, procedures, and applicable laws or regulations
• Support branch and call center staff through ChangeGear tickets, providing prompt, professional, and clear feedback to tickets
• Review, process, and input information in the mortgage servicing system for ACH payment processing
• Collaborate with EFT Department and members to resolve discrepancies
• Attend educational events to increase professional knowledge

Qualifications

• High school diploma or equivalent
• 2+ years of progressively responsible mortgage or loan servicing experience, preferably with a financial institution
• Ability to work in a high volume, fast-paced environment
• Ability to work independently and in a team-oriented environment
• Proficient in resolving members' concerns
• Ability to effectively handle complex members' situations and escalate matters accordingly
• Proficient in Microsoft Office software, including MS Excel and MS Word
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet required deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve difficult and complex problems
• Proficient communication written, verbal and interpersonal skills to interact effectively with members, staff, vendors, and government regulators
• Ability to communicate information requiring explanation or interpretation

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at

Company Overview

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