Customer Service Representative Mortgage Escrow

Role Definition: Assists in the Escrow area by performing the following duties.

Essential Duties and Responsibilities

Daily Duties:

• I. Individual Escrow Analysis - Perform individual analysis as needed
• II. Justify excess Escrow Shortages, Surplus and Significant Payment Changes
• III. Mass Escrow Analysis - Perform required mass analysis annually.
• IV. New Loan - Perform new loan analysis as needed.
• V. New Construction / Mid-Year Analysis - Assist with New Con mid-year review and analyze loans as needed.
• VI. Waiving Escrow - To removed Property Taxes, Homeowners insurance and / or both to close escrow.
• VII. Approve Escrow Analysis Statements and Refund Checks.

Reports:

• VIII. Web Reports - Review reports showing additional website payments made to escrow for review / research and analyze as needed.
• IX. Lock Box Report - Review reports showing additional payments made to escrow for review / research and analyze as needed.
• X. Escrow Overdraft Report - Research, reanalyze and send letter as needed.
• XI. Mailbox - Work email and other mail related items as needed.

Tax / Insurance

• XII. Performs various clerical duties, including the filing and imaging of documents and correspondence in the appropriate loan files.
• XIII. Provides superior customer service, both written and verbal, to homeowners, bankers, and other vendors.
• XIV. Additional task as assigned by Manager.

Requirements

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. Prior history working with Property Taxes, Insurance, or Escrow helpful. 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.