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

Description

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 and 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.
• Waive escrow – 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 exchange of information with flood vendors.
• Insurance disbursements (HUB, MBA, MSP, ACH).
• Insurance refunds.
• RD monthly payment.
• FHA monthly payment.
• Review escrow and non‑escrow hazard records and obtain updated documents as needed.
• Review and update hazard information utilizing OnBase work queues.
• Review 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: follow established policies, procedures and guidelines; demonstrate analytical decision‑making and problem‑solving skills.