Loan Maintenance Sr. Specialist

Customer Service Customer Complaints Sr. Specialist – Mortgage Servicing

The Loan Maintenance Sr. Specialist - Residential Mortgage role is responsible for handling escalated mortgage customer complaints, customer service-related tasks and duties, and must also be able to perform required system maintenance on the client’s mortgage servicing system, including that resulting from the California wildfires, and other disasters.

***This is NOT an originations role

***This is NOT a origination loan underwriter or loan processor role.

This role requires Customer Service mortgage servicing system experience, and must have substantial expertise in handling and resolving customer complaints, customer escalations, etc. Also, must have GSE/GOV expertise on how loans affected by natural disasters are adjusted in the mortgage servicing system at a granular level.

*All candidates must be able to work for any US employer without sponsorship**

PRIMARY Responsibilities – Ability to complete system changes, waivers, and maintenance for:

• Handle and resolve customer complaints and escalations
• Handle all Customer Service tasks and duties
• Disaster recovery loan payment deferrals on the servicing system.
• Deferral and late fee waiver applicability review against GSE guidelines
• Loan system changes based on disaster-declared areas

SECONDARY Responsibilities:

• Process payment of taxes, insurance, PMI, etc., Understand Variable plans, changes, interest rates, periodic rate caps, floors, ceilings, amortizations,
• Familiarity with consumer regulations pertaining to Credit Bureau reporting, dispute resolution, Civil Service Members Relief Act, and RESPA is required.
• Complies entirely with all Bank Operational and Credit policies and procedures and all regulatory requirements (e.g., Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).

Qualifications:

• 5 Years of Mortgage Customer Service experience handling mortgage complaints, escalations, and all recent customer service-related tasks and duties.
• 5 years of Mortgage Servicing experience loan system changes and maintenance for loan payment deferrals, other system updates as required, processing GSE late fee waivers related to disaster events, such as wildfires, floods, hurricanes, etc.
• Extensive knowledge of all mortgage servicing investor rules pertaining to disaster assistance for GSE, GOV, Private, and Bank-owned portfolios
• Proven ability to effectively provide across enterprise, hands-on support to the servicing operations areas during the mortgage servicing system conversion, maintaining production and quality
• Excellent written and verbal communications skills, organizational and time management skills, and the ability to interface confidently with investor/clients, auditors, and management

Job Types: Full-time, Contract

Pay: $40.00 - $60.00 per hour

Benefits:

• Dental insurance
• Health savings account
• Life insurance
• Vision insurance

Work Location: Remote