Loan Servicing Specialist

Loan Servicing Specialist Job Description OVERVIEW

Under the direction of the Customer Service/Collections Manager, the Loan Servicing Specialist is responsible for the daily handling of all borrower inquiries received via phone pertaining to topics such as first payments due, escrow related, PMI, year‑end statement and the transferring of loans. In addition to handling borrower inquiries, the specialist will make outbound collection calls on past‑due loans.

• Handles both incoming and outgoing customer service and collection calls.
• Sets up ACH recurring draft requests.
• Assists borrowers with web registration.
• Contacts borrowers with early‑stage delinquency to determine reasons for delinquency and to apply company and industry regulations, federal, state and accepted collection techniques to bring accounts current.
• Asks direct questions to learn the borrower’s story and reason for the delinquency and provides financial counseling. Determines if it is a temporary or permanent financial hardship.
• Establishes repayment plans/promises and tracks plans/promises to confirm adherence to the agreement.
• Educates borrowers on all workout options available to bring the loan current, following loss mitigation guidelines.
• Maintains a professional image and adheres to standards consistent with company policies and procedures.
• Other duties as assigned.

• High school diploma or equivalent, required.
• Minimum of 3‑5 years mortgage banking experience with a strong understanding of loan servicing.
• Prior experience with GSE loans.
• Prior experience working with various agencies/investors.
• Ability to read and interpret loan documents, policies and procedures.
• Excellent communication skills, both verbal and written.
• Ability to meet deadlines.
• Adapts quickly to a rapidly changing environment.
• Exhibits excellent PC skills, including word processing and spreadsheets.
• Demonstrates excellent analytical skills and attention to detail.
• Displays excellent time management, organizational and problem‑solving skills.
• Demonstrated ability to interact effectively with branch, regional and corporate personnel.
• Demonstrated judgment and decision‑making ability.
• Must be available to work all regularly scheduled hours; arriving at scheduled reporting time and at the prescribed time after any breaks or lunch periods.

The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required, and may be changed at the discretion of the company.