Loan Servicer

Responsibilities

• Record and process payments and payoffs on the day of receipt.
• Create payoff demand statements within the required timeframe as defined by federal regulations.
• Maintain, manage, and track all documents.
• Generate and mail out correspondences as required by Federal Regulations.
• Handle ACH set-ups, changes, or cancellations.
• Handle recast requests and resolve disputes or discrepancies related to the servicing or mortgage loans.
• Work with Title Companies/Real Estate Attorneys and maintain positive relationships.
• Assist the Collections Department regarding any delinquency issues.
• Process and correct mortgage transactions in the servicing system.
• Process all property tax payments before the first due date to the correct county/municipalities to avoid incurring any penalties.
• Research and resolve property tax disputes/inaccuracies.
• Verify all data/parcel numbers are correct with a third-party vendor.
• Run reports and identify any escrow shortages or reasons for extreme increases in property taxes.
• Distribute required letters/notifications to members.
• Monitor and follow up with members on past-due property taxes.
• Conduct annual escrow analysis and pre-audit of all escrowed accounts.
• Ensure proper insurance coverage (Hazard, Flood, Windstorm, PMI, etc.) for all mortgage loans.
• Track, disburse, and administer hazard, flood, and mortgage insurance payments before due dates to avoid policy cancellations or late charges.
• Manage vendor relationships and research and resolve all insurance issues.
• Process flood re-determinations.
• Communicate with members, update servicing systems, and research disputed flood zone changes.
• Avoid force-placed coverage being paid, enforced, removed, or refunded when required.
• Assist with preparation, distribution, and member inquiries of annual tax & insurance analysis and PMI insurance disclosures.
• Assist the Insurance Services department with establishing disbursement schedules in the mortgage servicing system for insurance payees and for the timely payment of escrow items.
• Provide courteous, knowledgeable, and professional member service to members and employees.
• Research and resolve written disputes received and member service issues pertaining to their mortgage loans.
• Mail required notices within the timeframes as required by federal mandates.
• Maintain the Dispute Resolution log and send applicable documentation and letters.
• Work with Title Companies/Attorney and GTE’s Legal Department to prepare legal documents and process approved title change requests.
• Timely process all death notices received and notating loans.
• Timely process all change of address notices and re-mail any returned mail.
• Work with a wide variety of reports to monitor and ensure the accuracy of data input into the mortgage servicing system.
• Complete file maintenance as needed in the system.
• Validate compliance with credit union policies and procedures, federal regulations, and GSE servicing requirements.
• Scan/upload documents into the imaging system.
• Demonstrate a fundamental knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Qualifications

• High school diploma.
• Some college preferred.
• Minimum 1-3 years' experience in mortgage loan servicing or a combination of education and experience.
• Experience with property taxes/escrow analysis and credit reporting is strongly preferred.
• Strong written and verbal skills to be able to effectively communicate with members, internal employees, and external contacts.
• Excellent time management and organizational skills.
• Intermediate knowledge of Microsoft Office Suite.

Position Details

• Location: Downtown Tampa – GTE Headquarters
• Department Hours: Monday– Friday (8:00 am to 5:00 pm)
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.
• Work arrangements (in-office, hybrid, or remote) may be changed at any time by management with appropriate notice if possible.
• Required for Remote/Hybrid Work: A quiet workplace so you can focus on delivering excellent service to our members.
• Candidates must provide and meet all technical requirements prior to the first day of training.
• Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.