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Banner Bank

Posted 4 months ago

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Mortgage Customer Service Specialist

WashingtonOn-site

AI Summary

A Mortgage Customer Service Specialist answers customer inquiries, researches and resolves loan account issues, manages escrow analyses and adjustments, and ensures compliance with mortgage servicing policies and regulations.

About this role

More than 135 years ago, we started with core values that never go out of style: listen, learn and help businesses and individuals reach their goals. These core values shape our culture, and we were recently Great Place to Work Certified because of our outstanding workplace culture and employee experience. As well, our financial strength and stability are key reasons Forbes named us one of the Best 100 Banks in America for the ninth consecutive year.

With more than $16 billion in assets and 135 branch locations throughout Washington, Oregon, Idaho, and California, we understand our role in the economy and take that responsibility seriously. In addition to offering a source of capital to personal banking clients and businesses of all sizes, we place a high importance on employee volunteerism and donate millions of dollars each year to community organizations.

Provide positive, professional, and compliant communication and perform processes related to mortgage loan customers. Respond to all aspects of loan related customer inquiries.

In this role you'll have the opportunity to:

  • Responsible for answering general customer inquiries related to all loan activity and notices (except as related to advanced default – bankruptcy and foreclosure). This includes loan terms, tax, insurance, private mortgage insurance, escrow analysis, payment processing, billing, credit reporting, and year end.
  • Responsible for thoroughly researching and resolving issues related to loan accounts as indicated by customer requests and/or from system reports.
  • Responsible for the set-up and monitoring of Adjustable Rate Mortgages and other alternative mortgage products. Responsible for the annual escrow analysis review.
  • Responsible for modifying or correcting credit reporting as situations require and research supports. Apply payments or other refunds received. Review reports and notices for accuracy prior to annual mailings.
  • Coordinate resolution to complex customer issues utilizing the expertise of other staff within the Loan Servicing or other departments using available systems and tools.
  • Responsible for updating imaged loan files as necessary to document changes. Review accuracy of, and post to the core system, journal entries created by others.
  • Responsible for complying with policies, procedures, security requirements, investor requirements, and government regulations.

    • Education & Certifications

  • H.S. Diploma: required (an equivalent combination of education and experience may be considered)

    • Experience

  • 4 or more years of related experience. Mortgage banking or customer service experience required

    • Knowledge, Skills and Abilities

  • Possess broad knowledge of loan servicing functions as well as loan document terms and conditions.
  • Ability to multi-task, prioritize, and meet deadlines.
  • Ability to work independently and as part of a team. Ability to understand and apply changes to regulations and requirements to daily work.
  • Ability to communicate in a positive and professional manner through telephone, e-mail, or written correspondence with customers and co-workers.
  • Proficient with Microsoft Office products including Outlook, Word, and Excel.
  • Knowledge of investor, state, and federal requirements related to mortgage servicing including loan purchases and sales, customer complaints, credit bureau reporting, flood insurance, escrow, and escrow analysis.

    • Compensation & Benefits

  • Targeted starting salary range (based on experience): $20.00 - $23.52 hourly
  • Incentive potential
  • Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life insurance
  • Paid vacation time, sick time and 11 company paid holidays
  • 401k (with up to 4% match)
  • Tuition reimbursement

    • Skills

    Adjustable Rate MortgagesCore Banking SystemsCredit ReportingEscrow AnalysisExcelMicrosoft OfficeMortgage Loan ServicingOutlookRegulationsWord

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