Purpose:
The Mortgage Support Specialist is responsible for performing a wide variety of administrative tasks to ensure Mortgage Operations are provided in an effective and efficient manner. The Specialist will be acting as either the primary or backup individual responsible for the duties listed below.
Responsibilities:
- Provides in-office support services to ensure efficiency and effectiveness within the Mortgage Department
- Prepares loan lists for upload to print & mail vendor’s FTP site and reviews them to be released for processing
- Processes USPS returned mail as well as NCOA & CASS return reports. Update the Mortgage Servicing Platform
- Prepares termination change forms and make sure all information is accurate
- Prepares and provides responses for RTA Estoppel requests
- Prints, scans, and mails letters received or sent by the Mortgage Department.
- Maintains updated contact information for legal and Cease and Desist accounts.
- Assists with creation, processing, and auditing of Revision forms.
- Manages and documents daily correspondence that comes into Mortgage.
- May assist with the research and preparation of debt validation requests.
- Daily, enters notes received from external collector into the Mortgage Servicing Platform. Also acts as their primary servicing contact.
- Manages the coding and handling of loans assigned to External Collections
- Monitor multiple team email inboxes and Salesforce cases to ensure responses are completed within the appropriate timeframe, including VOA’s, account changes, ARM loan letters, SCRA processing, marriage/death certificates, etc. and assists as needed depending on current volumes
- Provides weekly and monthly reporting for the Mortgage Department; must be flexible in accommodating ad-hoc reporting requests.
- Complete special projects and miscellaneous tasks assigned by Manager or Director.
- Prepares and sends out the rejected payoff quotes from BGO
- Gathers and communicates the daily reversal report for the Customer Service Team
- Monitors the External Collections settlement process for loans that need to be closed out
- Gathers and communicates the Customer Service and Maintenance Fee scorecards from Call Miner
- Prepares the monthly SDR for the Director of Collectors
- Prepares the Director’s monthly dashboard outside of Collections including Customer Service data
- Prepares and sends on-demand monthly and quarterly invoices to external vendors
- Prepares and sends the monthly Experian phone number scrubs
- Assists the Supervisors with the review and audit of Extensions
- Gathers data and prepares the quarterly email campaign data
- Submits equipment orders for new hires and replacements
- Submits with new hire and existing access tickets
- Reviews the monthly collection queues for accuracy and evenness and makes recommended adjustments
- Prepares and communicates the bi-weekly zero call reports for collections
- Listens to calls and provides coaching recommendations to the Collections and Customer Service Supervisors
Requirements:
- High School Diploma or equivalent
- 2 years of administrative experience
- Strong computer skills with proficiency in Microsoft Outlook, Word, and Excel. Ability to create and modify documents in Adobe Pro. Knowledge of Mortgage customer care and loan servicing policies and procedures. PCI compliance, NACHA rules
- A detail-oriented associate with strong organizational skills. Ability to multi-task, prioritize and communicate professionally with internal team members and external vendors.
