Mortgage Servicing Specialist

At NCHFA, we provide safe, affordable housing opportunities to enhance the quality of life of North Carolinians. We are a self-supporting public agency that, since its creation by the General Assembly, has financed more than 310,700 affordable homes and apartments.

Must be a resident of North Carolina

Remote/Hybrid allowed

Finance

Occasional in office as required

NC10 / $52,883 – $64,451

• Leverages various business systems to perform loan servicing related operations
• Demonstrates working knowledge of loan servicing systems and can navigate within these systems to perform basic tasks such as: answering general loan inquiries, processing payments, generating payoff quotes, monitoring foreclosure status, approving subordination requests and updating insurance policy information.
• System servicing related tasks such as answering inquiries regarding loan origination and status, processing payments, preparing payoff quotes, and generating Deed Restriction releases.
• Develops knowledge of external business systems used to complete job responsibilities such as County Register of Deeds accessed to monitor foreclosures and track Subordination Agreements, Wells Fargo Vantage used to balance payment processing transactions and CSC ePrepare to upload documents for recordation.
• Handles Inquiries from borrowers and other external parties such as third-party servicing providers
• Answers incoming telephone calls from borrowers and other external parties and responds to general inquiries related to outstanding loan balance, due date, forgiveness, payoff information, requests for loan documents, etc.
• Escalates questions such as those related to bankruptcy, estates, occupancy, and delinquency to senior team members for assistance as needed.
• Collects information from third parties to ensure loan information is up to date
• Regularly generates outgoing telephone calls to third parties to retrieve basic loan level updates such as those related to loan foreclosure timelines, and expired multi-family insurance policies.
• Leverages technical expertise in loan servicing life cycle to perform loan servicing operations and problem solve
• Uses basic knowledge of the loan servicing life cycle to perform tasks such as responding to general loan inquiries related to origination and status, manual loan set-up, new loan audits, reading loan histories, payment processing, foreclosure tracking, generating payoff quotes, processing subordination requests, preparing deed restriction releases, and tracking and updating multi-family insurance policies.
• Learns Federal and State regulations governing loan servicing to complete tasks such as Protecting Consumer Information and basic Consumer Financial Protection Bureau (CFPB) rules related to payment processing.
• Policy interpretation and process improvements
• Participates in regular department procedure reviews by documenting and recommending changes to processes and procedures.
• Projects
• Supports projects such as technology enhancements, documentation maintenance by gathering data and performing other tasks as directed by more senior colleagues.
• Identifies potential issues and improvements related to assigned tasks and elevates to Manager for review.

High school diploma and 2+ years of experience in a loan services business environment.

Will consider an equivalent combination of relevant education and experience.

• Basic knowledge and understanding of loan components such as due date, payment amount and maturity date
• Basic knowledge and experience working within financial services or loan servicing systemsl
• Good written and verbal communication skills such as the ability to speak and write in a professional manner
• Customer service mindset with all staff, external partners and borrowers
• Basic working knowledge of Microsoft Word, Excel, Outlook, and Teams
• Able to analyze and organize assigned tasks in order to meet deadlines
• Basic knowledge of loan documents such as a Promissory Note and Deed of Trust

Salary is commensurate with relevant education and experience

• Major Medical
• Dental
• Vision
• Health Care FSA
• Dependent Day Care FSA
• Cancer
• Critical Illness
• Disability (long and short-term)
• Voya Travel Assistance
• Term Life
• Accidental Death & Dismemberment
• Accident
• Voluntary 401k & 457
• Teachers’ and State Employees Retirement System (PENSION!)
• Continuing Education
• Professional Development
• Annual Longevity Check (at service milestones)

• 12 holidays
• Accrued Vacation
• Sick
• Personal
• Community Service/Parental
• Personal Observance
• Bereavement
• FMLA
• Family Illness Leave
• Paid Parental Leave