Mortgage Customer Service Representative- Tax​/Escrow​/PMI

Mortgage Customer Service Representative

The Mortgage Customer Service Representative assists in the Tax/Escrow area by performing the following duties:

• Research, review and prepare property tax payment files.
• Pay individual property tax parcels.
• Respond to emails sent to the inbox.
• Provide superior customer service, both written and verbal, to homeowners, bankers, and other vendors.
• Conduct additional property tax related research & remediation.

• Individual Escrow Analysis – Perform individual analysis as needed.
• Identify root cause of excess Escrow Shortages, Surplus and Significant Payment Changes.
• Mass Escrow Analysis – Perform required mass analysis annually according to state matrix.
• New Loan – Perform new loan analysis as needed.
• New Construction / Mid-Year Analysis – Assist with New Con mid-year review and analyze loans as needed.
• Waiving Escrow – To remove Property Taxes, Homeowners insurance and/or both to close escrow.
• Approve Escrow Analysis Statements and Refund Checks.
• Web Reports – Review reports showing additional website payments made to escrow for review/research and analyze as needed.
• Lock Box Report – Review reports showing additional payments made to escrow for review/research and analyze as needed.
• Escrow Overdraft Report – Research, reanalyze and send letter as needed.

• Insurance loss draft claims.
• Review and update Flood information including but not limited to exchange of information with flood vendors.
• Insurance Disbursements (HUB, MBA, MSP, ACH).
• Insurance Refunds.
• RD Monthly Payment.
• FHA Monthly Payment.
• Reviews escrow & non-escrow hazard records and obtain updated documents as needed.
• Reviews and update hazard information utilizing OnBase work queues.
• Reviews daily reports from MSP related to hazard updates.

• Required
  
  Education:
  
  High school diploma or general education degree (GED).
• Required
  
  Work Experience:
  
  Two to five years of related experience and/or training; or equivalent combination of education and experience.
• Technology
  
  Skills:
  
  Accurately and efficiently process transactions. Proficient in Word & Excel. Preferred Black Knight System experience.
• Required skills or traits for the position: Follow established policies, procedures & guidelines. Demonstrate analytical decision making and problem-solving skills.