JOB SUMMARY

Responsible for all servicing duties in the accounting department and supports overall customer experience for the company. This includes our borrowers, loan officers, affiliated brokers, real-estate agents and any other business relationship parties. 70% customer relations/accounting support 30% office admin/clerical.

Essential Duties

• Answers phones in a timely and friendly manner
• Accurately responds and educates borrowers on inbound service inquiries
• Maintains borrower records and updates customer account information
• Greets guest as they walk in and helps direct them to the appropriate place
• Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience
• Daily collection of mail, sort and distribution
• Manage servicing pipeline (interim payments due Essex), pull reports from Encompass filter based on knowledge of payment status
• Track delinquency payments, reach out to internal interested parties along with the borrower
• Process current due report, print and stuff servicing letters
• Process transfer loan letters to borrower, identify batch and send letters
• Monitors and notifies accounting of contract processing payments that need to be processed
• Manages subservicing delinquency reporting, updates internal report to give to management

Education/Experience

• High school diploma or its equivalent
• 2 year related experience in mortgage industry
• 2 years customer service experience

Computer & Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)

• Word processing (speed and accuracy)
• Knowledge of Encompass preferred
• Email
• Internet software 
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Abilities

• Vision (with or without correction) sufficient to read a computer screen at 20 inches and to operate office equipment or a car
• Clear speaking on the telephone and in person; hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work station and in meetings
• Able to finger and feel in order to use equipment, computers and operate equipment
• Able to lift 10 pounds occasionally unassisted