Residential Servicing Specialist

Scope Of Job

Responsible for loan servicing related tasks including reporting functions and collection efforts for the Bank West Residential Mortgage department. Incumbent will work directly with investors/program providers and agencies to provide status reporting.

Responsible for loan servicing related tasks including reporting functions and collection efforts for the Bank West Residential Mortgage department. Incumbent will work directly with investors/program providers and agencies to provide status reporting.

Ability to meet crucial deadlines is expected. This position is very deadline driven, must have great attention to detail and strong follow-up skills. Responsible for providing quality customer service, meeting compliance and quality standards, controlling expenses and working with internal associates to assure customer satisfaction.

Prepares and maintains all required investor and insurer reporting, reconcilements and remittance for residential loans serviced for others. Prepare all monthly agency and insurer reports. Interact and communicate with agencies, investors and insurers to resolve issues. Identifies reporting needs to monitor effectiveness and operational risk. Escalate reporting issues to Residential Servicing Administrator.

Assist Residential Servicing Administrator with the facilitation of optimal customer service for residential loans serviced by Bank West from the point of loan closing through complete collection. This includes contacting borrowers in order to cure delinquency and setup payment arrangements. Coordinate with other staff members in collection efforts. Assist with development and maintenance of mortgage servicing procedures.

Assist with residential adverse action loan close out process. This includes collaboration with Mortgage Loan Originators to ensure Notice of Action documents are issued accordingly. Assist with completion of files, including verification of HMDA reporting information, to ensure everything is complete for 2nd level review.

Serve as secondary contact for insurance claims of all Bank West residential mortgage customers. This includes protection of collateral through verifying repair of damages.

Perform other varied servicing related functions including paid loan processing and distribution of customer thank you and branch referral hand-off letters. Maintain working knowledge of servicing system including escrow accounting. Assist personnel with difficult or unusual situations and escalated servicing related issues.

Work as a team with departmental counterparts on planning and implementing assigned projects and products.

Participate on various committees and project teams as deemed appropriate by management.

Attend, actively participate in organization, job specific training offered, and Quality Service programs.

Adhere to all applicable Policies and Procedures of Bank West organization.

Community involvement is strongly encouraged.

Other duties as assigned.

Education:

A Bachelor's Degree in a related field.

Applicable experience and/or related certifications may be considered in lieu of degree.

4 years' experience in a related field.

Experience in loan collections and/or servicing.

Ability to work dependently and/or independently, under pressure, meet deadlines, and adjust work schedules as needed to complete job responsibilities.

Ability to organize and handle multiple responsibilities while delivering quality external and/or internal Customer Service.

Strong interpersonal skills to ensure effective communication with external and/or internal customers.

Knowledge or ability to learn regulatory requirements pertinent to performance of specified duties in job description.

Knowledge of banking terminology and procedures.

Knowledge of Bank West products and services.

Ability to skillfully use a variety of application software, learn computer programs, and comprehend the program output.

Adhere to Federal Privacy Standards in addition to following Bank West requirements for electronic communication and Social Engineering standards.

Bank West is a "Sales Organization" and all employees are expected to participate directly or indirectly with increasing Bank West's presence in their markets as appropriate.