Aged Check Specialist II (On-site)

About the role

The Aged Check Specialist position is responsible for researching and facilitating the timely review and resolution of aged check items while ensuring accurate and compliant payment processing. This role works closely with Accounting, Cash Operations, vendors, customers, and other internal departments regarding payment voids, check processing procedures, check reissues, and unclaimed property funds.

Responsibilities

• Review payment transaction history, escrow transaction history, escrow analysis, and loan documents to determine correct check amount and coordinates with the payee to reissue unclaimed funds.
• Perform due diligence on aged check volume by contacting payees of outstanding checks.
• Clear backlogged and future aged checks while adhering to regulatory and state requirements.
• Accurately input data into the Aged Check Workstation and Servicing System.
• Complete daily tasks through various forms of communication; written, verbal, and/or by phone.
• Utilize dispositioning platform to properly reflect the status of assigned accounts.
• Collect and append any required supporting documents, assisting with internal/external email inquiries, and track/monitor current and incoming volume.
• Act as a liaison with Accounting and Cash for check printing and ensuring payment amount and payee are accurate.
• Track, monitor and address exceptions and alert management of any issues.
• Monitor and prioritize workload queues to meet established service level agreements (SLAs) and departmental turnaround times.
• Help drive continuous improvement in program effectiveness, updates policy documents, presentations, and compliance support materials.
• Identify and review co-branded and third-party accounts.
• Research and resolve inquiries related to State Controller requests, vendor due-diligence letters, and unclaimed funds by researching aged check status, coordinating resolution efforts, validating ownership, and processing check reissues or aged check-related actions as appropriate.
• Upload and manage supporting documentation within the repository system, ensuring records are accurately maintained, properly indexed, and readily available for research, audit, and compliance purposes.
• Ability to review and process supporting documentation (e.g., SII requests, legal name change documents, trust documentation, and other ownership-related records).

Qualifications and Education Requirements

• 2+ years customer support in mortgage, lending environment or related field.
• 2+ years experience in accounting or finance preferred.
• Experience with aged check processing, unapplied funds, or escheatment preferred.
• Experience with MSP, Servicing Director, Ring Central and high-volume payment processing experience preferred.

Skills, Abilities, and Knowledge

• Knowledge of aged check processes, due diligence requirements, unclaimed funds research, and payment resolution practices.
• Ability to document management systems to research payment status and resolve inquiries.
• Ability to manage escalations and collaborate cross-functionally with teams such as Escrow, Payoffs, Accounting, and Complaints.
• Knowledge of applicable regulatory requirements and company policies related to payment processing, customer outreach, record retention, and unclaimed property.
• Ability to interpret and analyze data and make recommendations based on findings.
• Plans and completes work effectively and efficiently, meets assigned deadlines, and makes sound decisions.
• Strong analytical and problem-solving skills with the ability to research issues, identify root causes, and recommend appropriate resolutions.
• Demonstrated ability to prioritize workload, manage multiple tasks, and adapt to changing business needs in a fast-paced environment.
• Requires excellent interpersonal, verbal, & written communication and organizational skills.
• Must be detail oriented.
• Previous mortgage servicing experience is preferred.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.