Mortgage Servicing Administration Officer

Reports To: Mortgage Servicing Administration Manager

This is a Supervisory Position

Functions Supervised: Mortgage and Real Estate Servicing Support

Primary Functions: Works directly with mortgage borrowers on escalated service issues. Coordinates and/or performs servicing activities on mortgage and real estate loans.

Duties and Responsibilities:

1. Responsible for coordinating and performing servicing activities on mortgage and real estate loans.
2. Ensures courteous, timely and accurate response to all borrower inquiries and or complaints related to existing mortgage and real estate loans. May direct callers on new loan and refinance requests.
3. Coordinate with servicing vendor and borrower to ensure timely and accurate processing of all servicing activities, including, but not limited to: electronic payment plans, payment issues/research, payoffs, quotes, modifications, replats, easements, partial releases, service released issues, arm conversions, loss mitigation activities, multifamily activities and related documentation consistent with investor insurer and/or guarantor requirements.
4. Coordinates and/or performs servicing activities on short term real estate to include; review and approval of subordinations, HELOC closures as required and assist RETLC as needed with closing and reopening issues. May assist REO with review and recommendation on replats and partial releases for Real Estate loans.
5. Oversees work flow on real estate reconveyances, reviews and signs.
6. Responsible for supporting loan origination and refinance activities by providing mortgage loan information to GCUHome originators as required. Act as 1st level of escalation between origination staff and the servicing center on mortgage issues.
7. Assist management as necessary with obtaining required documentation from servicing vendor for investor quality control reviews, external and internal audits.
8. Perform Landsafe internal control reviews
9. Responsible for providing management with a monthly report and feedback regarding customer service and vendor issues.
10. Maintain current knowledge and ensures investor guarantor, insurer and credit union policies and guidelines are followed and personnel are kept current on investor guideline changes.
11. Perform other duties as assigned.

Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education: Two years responsible real estate lending experience or one year at the loan officer level. Advanced industry courses in real estate lending and servicing.

Experience/Skills: Minimum three years experience in mortgage customer service. At least two years of experience as a supervisor preferred. Supervisory and training technique skills required. Must have strong oral and written communication skills, have demonstrable administrative and interpersonal skills, and possess leadership abilities, ability to work effectively under pressure and with difficult borrowers. Aptitude for problem solving with the ability to analyze situations. Proficient at personal computer operations and a basic knowledge of accounting and bookkeeping procedures. Thorough knowledge of mortgage documents and terminology preferred.

Tenure: Not Applicable

Mortgage Servicing Administration Officer (Category 09)

Salary Pay Range: $63,233 - $101,804 annually. Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs.

Equal Opportunity Employer