Exception Processor

Do you enjoy investigating problems? Then this is the role for you. As an Exceptions processor, you will be able to use your skills to review documents that are missing key pieces of information. While using your attention to detail ability, you will work with insurance agents and carriers to verify information, improving your customer service skills. Your day will look a little different each day as you will work in a variety of work functions.

You will work with documents from the point where they leave the mail room all the way until it is updated to the loan. All the processes lend to helping you become a subject matter expert in mortgage processing while helping to protect the interests of SWBC and its clients.

• Resolves escrow disbursement discrepancies by researching the loan and making outbound calls to the insurance agency/company to obtain required information in order to make timely and accurate updates and insurance payments to loan files.
• Maintain positive work environment by acting and communicating in a professional manner so as to get along with agents, clients, co-workers, and management.
• Process and track incoming documentation according to the department and Financial Institutions policies and data sheets.
• Reviews documentation by comparing data entered with source documents, verifying loan information to documents received to ensure accuracy and completeness of incoming document exceptions.
• Resolve Escrow disbursement discrepancies by researching the loan and making outbound calls to the insurance agency/company to obtain required information in order to make timely and accurate updates/payments to loan files.
• Reviews Insurance documents that have been sent through as exceptions that require updating/commenting or additional research due to missing/invalid information.
• Researches, verifies, and updates the status of the insurance information through research and exploration to ensure the submitted documents are matched to the correct loan/file/line.
• Disburses Insurance premiums according to department policies and procedures through SWBC’s system of record.
• Determines if a document(s) can be used to update the loan or comment to loan history.
• Adjusts insurance lines based on data found pertinent to insurance type or found on reports, documents, or notes in system of record.
• Updates pertinent information to insurance data into the system of record in a timely manner ensuring accuracy, completeness, and adherence of department policies and procedures.
• Performs data processing/customer service functions in support of SWBC Mortgage Exceptions system(s) of record.
• Performs all other duties as assigned.

• High School diploma or GED required.
• Minimum of two (2) years data entry, customer service, or related experience in mortgage, insurance, or banking environment preferred.
• Basic understanding of insurance, mortgage escrow accounts, or homeowner’s insurance.
• Intermediate to advanced computer skills to include MS Word and MS Excel.
• Excellent customer service skills for making phone calls or generating correspondence pertaining to the loan information.
• Excellent organizational skills.
• Strong verbal and written communication skills.
• Able to demonstrate a high level of attention to detail while being accurate and organized.
• Able to type 35 WPM accurately.
• Familiar with most general office machines to include computers, Voice over Internet Protocol (VoIP) phone systems, and basic computer troubleshooting.
• Able to multi-task and be adaptable to change.
• Able to meet department expectations, handle repetitive work, and work overtime as required.
• Able to sit/stand for long periods…