Mortgage Servicing Specialist II

Description

• Maintain detailed records within the loan servicing system to include, but are not limited to: Contact attempts/correspondence, escrow updates, extension documentation, etc.
• Communicate with customers and internal partners regarding general mortgage servicing questions to include, but are not limited to: monthly billing, escrow (tax/insurance), customer portal, payoff, etc. to deliver the highest level of customer service.
• Monitor maturing loans and proactively engage borrowers to ensure timely exit resolution through payoff, extension, or refinance opportunities.
• Monitor payment delinquency and engage in challenging consultations, asking direct and targeted questions to prevent possible foreclosure by negotiating options such as repayment plans, short sales, or Deed in Lieu.
• Analyze and report to management on overall portfolio performance, KPI’s, and risk metrics.
• Analyze and qualitatively review loan documents, account histories, balances/ledgers, that include, but are not limited to: escrow analyses, financial statements, tax forms, credit reports, and appraisals, to advise the most appropriate solution for the customer.
• Team leader in customer service initiatives to navigate complex borrower situations, using good judgement to professionally defuse complaints, evaluate and deliver lasting solutions.
• Proactively reach out to new and existing clients to establish rapport and discuss loan terms and characteristics.

Requirements

• Prioritization & multitasking / Time management
• Ability to work under minimum supervision and manage tight deadlines
• Proficiency in loan servicing, communication, and payment processing software.
• Bachelor’s Degree is preferred
• Expertise in using Excel
• Excellent communication and customer service skills
• Skip tracing experience is a plus
• Spanish fluency is a plus
• Financial Services, loan servicing industry experience is preferred
• Proficient in Microsoft Excel
• Problem solving & critical thinking

Benefits

• Life Insurance, Short-Term Disability, and Long-Term Disability
• Pet Insurance
• Health Savings Account
• Flexible Spending Accounts – Health and Dependent Care
• Safe Harbor 401K with company match
• Employees: ~300 employees with competitive benefits and perks
• Hospitalization and Accidental Insurance
• Growing Families Support (including paid parental leave, infertility support and assistance, childcare reimbursement, and elder care)
• Medical, Dental and Vision Insurance
• Loans Funded: $10+ billion in loans funded, 30k loans closed since 2010
• Stability: Backed by the immense resources of MFA Financial, a publicly traded mortgage REIT with 25 years of proven success

Training + Development

Interview process

Visa Sponsorship

Security clearance