Bilingual Mortgage Loan Servicer

Overview

Position Summary: The Mortgage Loan Servicer 1 will manage mortgage payments, oversee escrow accounts, and provide exceptional customer service. This professional is detail-oriented, an engaged learner, and enjoy working with both customers and numbers while making a meaningful impact by helping our borrowers navigate their mortgage repayment journey.

• Support bilingual mortgage loan borrowers in repayment.
• Serve as primary translation support for applicants in the origination process as needed.
• Post or correct various types of mortgage payments, including current, exception or specialty, and payoff payments accurately.
• Insurance and Tax Escrow Management:
  Review escrow analysis results. Pay property tax installments to appropriate tax authorities. Administer insurance escrow accounts, including canceling PMI and managing hazard, flood, and mortgage insurance payments. Ensure timely payments and contact insurance companies regarding payment status, coverage amounts, and documentation needs. Support the borrower through payment changes and questions. Initiate out of season escrow analysis as needed.
• Respond to internal and external inquiries, both verbal and written, regarding mortgage servicing activities and general loan questions.
• Provide exceptional customer service to borrowers by promptly addressing their inquiries, resolving issues, and offering guidance throughout mortgage repayment. Ensure that each borrower feels supported and valued by maintaining clear and effective communication, demonstrating empathy, and providing accurate information. Strive to exceed customer expectations by anticipating their needs and delivering personalized solutions.
• Compile and maintain required loan documentation records including correspondence with borrowers, payment authorization forms, and updated loan documents.
• Identify and document any complaints received from the borrower and the resolution of those complaints according to internal compliance standards.
• Review and verify incoming wire requests for payments and payoffs as well as prepare general ledger entries and comprehend other basic accounting functions.
• Process incoming investor purchase advices, migrating loans held for sale into servicing retained class codes based on loan ownership.
• Identify loan ownership when assisting customers or performing servicing activities and always adhere to investor specific guidelines in a timely manner.
• Obtain a basic knowledge of mortgage products, services, and regulations that are not directly role applicable.
• Learn from internal and external loan reviews. Seek feedback to identify areas for improvement, implementing best practices to enhance skills and performance.
• Anticipate requirements of the loan cycle. Engage in ongoing training and development to deepen your understanding of mortgage principles and practices, applying this knowledge to improve servicing accuracy, strategy, and customer experience.
• Understand and adhere to all bank policies, laws and regulations applicable to your role. Complete compliance training, and follow internal processes and controls as required.

• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Performs other job-related duties or special projects as assigned.

• Computer skills are required due to the moderate level of proficiency with computer systems and an understanding of how to use software to achieve goals.
• Proficiency in using collaboration tools like shared drives and documents, digital work spaces, and the ability to digitally organize, store, and retrieve files and documents.
• Capable of managing multiple software applications and tasks simultaneously.
• Highly proficient in Microsoft Office products.
• Strong foundation in basic and financial math. Addition, subtraction, multiplication, division, percentages, solving equations, applying formulas,…