Position Title: Mortgage Loan Servicer 1Reporting Manger Title: Mortgage Servicing SupervisorFLSA Status: Non-exemptJob Grade: 11 NDate Created: 08/16/2019 Date Revised: By Whom: Lisa LesterPosition Summary: The Mortgage Loan Servicer will perform a wide range of operational duties, ensuring timely completion and compliance with established internal standards and external regulations to address mortgage loan maintenance and servicing functions. This position works under the direct supervision of the Mortgage Servicing Supervisor. Responsible for providing exceptional service while performing mortgage loan support services including but not limited to assisting customers with questions, processing routine transactions and clerical duties.Essential Duties and Responsibilities: 1. Make the complex simple when communicating with customers via phone, in person or in writing.2. Process member transactions such as payments, escrow disbursements and refunds.3. Process member service requests such as address changes, automatic payments and general research.4. Performs administrative tasks such as new loan reviews, release of liens and escrow processing.5. Adheres to quality standards for consistent, high quality service. 6. Provide support to other functions within the department.Minimum Qualifications:• Education: High School Diploma or equivalent required. • Experience: One to three year(s) of mortgage, banking, title company or related work experience preferred.Knowledge, Skills, and Abilities• Strong interpersonal communication skills.• Assumes responsibility for achieving results.• Identifies customers banking issues and needs.• Passion for accuracy and effective time management. • Serves as a resource to customers, prospective customers, and employees.• Builds collaborative and productive relationships in the branch.• Working knowledge of relevant software including Microsoft Office, Word and Excel.• This position requires face-to-face interaction in person or by telephone and e-mail with customers, clients, and vendors. • Fluency in English and Spanish a plus.Physical Demands and Work Environment:(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)• While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, and talk or hear.• Ability to move and/or lift 10 pounds.• The vision requirements include: close vision and ability to adjust focus.• The mental demands include: detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
