Special Loans Analyst- HELOC (Remote)

About the Company

ServiceMac is a new sub-servicing entity backed by leading practitioners of the mortgage servicing industry. It focuses on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, its offerings comprise personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Its inclusive, people-first culture has earned numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years, awards as a best place to work for women, diversity and LGBTQ+ employees, and inclusion on more than 50 regional best places to work lists. First American will always strive to be a great place to work for all.

Responsibilities

• Setting up and processing activities related to Home Equity Lines of Credit (HELOCs), including both variable-rate and fixed-rate HELOC products.
• Performing HELOC draw reviews, draw segment setup and maintenance, billing reviews, and interest calculation validation.
• Providing operational support for HELOC servicing activities, customer and phone escalations, and ongoing monitoring to ensure accurate and timely servicing in accordance with applicable regulatory, investor, client, and internal requirements.
• Supporting the establishment of scalable HELOC servicing capabilities and improving the effectiveness, accuracy, and efficiency of department functions.
• Providing a wide range of operational support within HELOC servicing.
• Performing activities associated with the setup, maintenance, and ongoing servicing of both variable-rate and fixed-rate HELOC products.
• Reviewing HELOC draw requests to ensure servicing requirements are met and processing approved draw activity in accordance with established procedures.
• Setting up and maintaining HELOC draw segments, including fixed-rate and variable-rate segments, as applicable.
• Reviewing HELOC billing to ensure payment amounts, due dates, balances, and other billing elements are accurate.
• Reviewing and validating HELOC interest calculations and researching discrepancies as needed.
• Performing loan maintenance and working exception reports to ensure HELOC accounts are accurately serviced.
• Reviewing HELOC account activity and transaction history to identify and resolve servicing discrepancies.
• Assisting with customer and phone escalations involving HELOC servicing, including researching account activity and providing accurate information to support resolution.
• Processing and monitoring department reports and workflows to ensure accurate and timely completion.
• Creating and maintaining department documentation, including but not limited to policies, procedures, job aids, and process documentation as directed.
• Adhering to regulatory and legal requirements, including applicable investor, client, federal, and state guidelines.
• Supporting additional servicing processes within HELOC operations as needed.
• Following established processes and procedures in daily activities, troubleshooting issues as needed, and recommending opportunities for continuous improvement.
• Working collaboratively with internal departments and external business partners to research and resolve HELOC servicing issues.
• Actively contributing to the results of the team and working toward achieving departmental goals and objectives.

Requirements

• Working knowledge of fundamental concepts, practices, and procedures within mortgage servicing.
• Working knowledge of HELOC servicing, including both variable-rate and fixed-rate HELOC products.
• Understanding of HELOC draws, draw segments, billing, payment calculations, and interest calculations.
• Ability to review loan activity and identify discrepancies in balances, transactions, billing, and interest calculations.
• Attention to detail and ability to understand complex financial transactions.
• Strong analytical, research, and problem-solving skills.
• Results