Corporate Mortgage Loan Servicing Representative

Job Overview

Provide customer service regarding Mortgage Loans for the Company. Effectively navigate loan processes and documentation to address customer concerns regarding loan terms or other requirements to remain in good standing with the institution. Maintain excellent knowledge of banking regulations and institutional policies and procedures. Navigate the institution's database quickly and efficiently to find answers to customer questions. Complete a broad range of operational duties within assigned area(s) and ensure timely completion and compliance with internal standards and external regulations.

Also carry out the duties relevant to the maintenance of all loan records after closing of a mortgage loan. Assigned area(s) may include default support, specialized activities in support of ARMs, tax and insurance, research, payoffs, centralized processing unit (CPU), and/or various areas of payment servicing. In-depth dialogues with customers, direct and indirect reports and outside vendors can be sensitive and/or highly confidential.

Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

The entry rate for this position is $18.82+ per hour (calculated for Kalispell, MT). WA Applicants ONLY:
Spokane, WA range $21.01 to $31.53 an hour;
Wenatchee, WA $21.31 to $31.97 an hour. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

• Customer Service – Answer basic and in‑depth questions from customers and internal inquiries regarding mortgage and loan documents, balance owing, escrow status, escrow analysis, payment breakdown and other basic matters pertaining to loans. Document borrower interactions and accurately capture data using company loan processing systems. Prepare correspondence and documents and perform other clerical duties related to loan servicing. Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting them with questions and complaints concerning all aspects of servicing functions, notifying them of information required related to the servicing of the loan, and providing information related to other services.
• Payoff & Release Administration – Perform all activities related to the payoff of a mortgage loan, including calculating and providing payoff statements to borrowers and third parties, verifying the accuracy of funds received and processing payoff funds, completing satisfactions on paid‑in‑full loans and requests for partial release of property.
• Loan File Maintenance – Monitor exception reports, investigate and resolve cases. Review automated system information to ensure accuracy of data entered, process AFTs/ACHS, Interest Rate Adjustments, payments, payoffs, escrow accounts, process modifications and forbearance agreements and miscellaneous loan file maintenance as required, and follow up on final documents that are pending.
• Cross‑train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high volume times or vacations. These tasks include escrow administration (distributions, tax, flood, hazard & PMI), Freddie Mac Servicing, insurance tracking, loss mitigation (past‑due loans, successor in interest & bankruptcies), credit reporting, filing and scanning documentation, change in terms/modifications, loan audits/reviews (internal & external), acquisitions and other special projects.
• Comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

• Required:
  
  High School Diploma / GED

• Required:
  
  3 years work experience in a direct customer service role.
• Required:
  
  1 year administrative experience in an office environment.
• Preferred:
  Beginner experience with Word, Excel, Adobe, PowerPoint, Internet Explorer / Google Chrome, and Email.
• Preferred:
  Loan servicing, consumer financial, or related experience.
• Preferred:
  Experience working with…