Sr. Servicing Specialist - Default Management

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure appropriate procedures for all residential and consumer servicing functions in compliance with all applicable regulations and laws.
• Analyze existing processes to identify areas for operational efficiency using technology and automation.
• Support servicing functions including: collections process, processing payments, issuing notices, claim monitoring, audit, invoice processing, general ledger control and reconciliation, customer inquiries, credit correction requests, collection call auditing, escalated customer issues, maintenance of customer, account, or transactional records, maintenance of collection loan files, monitoring legal foreclosure process, loan modifications, and audit responsibilities.
• Oversee loan modification process to ensure proper screening of customers through document collection and financial data submission to the Bank or Investors to determine eligibility; supervise communication with customers not eligible or declined to determine other options.
• Manage the recovery process including severely delinquent and charged off accounts for reasonableness of recovery and assignment to attorney when applicable. Monitor recovery performance and ensure timely summary reporting to management.
• Aid in customer inquiries and requests through internal service request ticketing system to ensure prompt response and follow through; research and customer contact, coordination with Legal and the compliance department when required, gathering documents and coordinating and responding to all requests for information and notices of error to ensure compliance.
• Maintain awareness of new regulations in regards to state and federal compliance of collection and loss mitigation procedures. Assist with process mapping for servicing functions. Analyze data and existing functions to recommend ways to streamline processes for improvement to processing speed, quality, and efficiency.
• Assist with the development and maintenance of written operating procedures for all daily, monthly, quarterly, and yearly tasks. Ensure duties executed accurately and as scheduled, data quality on systems of record, and compliance with bank policy and laws and regulations.
• Maintain exceptional customer service levels with internal and external customers.
• Prepare and distribute all required department reports.

Qualifications

• Associate's degree or related knowledge/skills base gained through experience preferred.
• Strong customer service skills.
• Strong verbal and written communication skills.
• Strong financial skills as it relates to account reconciliations.
• Must be self-motivated, able to work independently and possess solid decision-making skills.
• Knowledge of Microsoft Office including Excel and Word.
• Comfortable in learning and operating a multitude of computer applications.
• Strong customer service skills, accounting or collection experience a plus.
• Underwriting and/or processor experience a plus.
• Demonstrate capability and familiarity with Microsoft products utilizing Excel and Word.
• Strong experience in Banking or Finance; and/or strong customer service experience required.

Benefits/Incentives

• We offer a comprehensive benefits package designed to support your well-being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement.
• You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more.

Salary Range

$60,000 - $75,000

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance.

This range may be modified in the future.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.