Consumer Mortgage Servicing Specialist II

Description

Job Summary

The Consumer Mortgage Loan Servicing Specialist II is responsible for day-to-day management of residential mortgage loans after closing, ensuring accurate payment processing, escrow administration, borrower support and regulatory compliance. This role serves as a critical bridge between borrowers, internal teams, servicer/investor partners and third-party vendors, delivering consistent, compliant, and high-quality servicing across the loan lifecycle.

Responsibilities

Loan Administration

• Processes loan documents timely and accurately in accordance with Choice Financial, federal and state law requirements.
• Processes updates to loans in the core system, including updates to addresses, payment options, payment schedules, statement delivery options, escrow addendums, etc.
• Maintains the integrity and accuracy of loan information on the core system by reviewing daily reports and ensuring prompt resolution of transaction exceptions and errors or omissions in account setup.
• Processes loan payments daily.
• Completes assigned reconciliations and follows-up with appropriate individuals regarding discrepancies.
• Manages Escrow: Reviews daily reports, completes reconciliations, and processes payments for escrowed real estate taxes, private mortgage insurance, and hazard insurance.
• Oversees Insurance Tracking: Reviews tracking reports, provides weekly data uploads, follows up on weekly exceptions and works to resolve customer issues.
• Processes the Mortgage Department’s paid notes and collateral releases.
• Manages the tracking process of past due real estate taxes.
• Compiles data for and completes the HMDA-LAR in established timelines.
• Images Documents to Document Imaging System
  
  

Mortgage Servicing

• Inputs mortgage loans on core system, accurately reflecting executed loan documents.
• Processes FNMA and other secondary market purchase transactions.
• Completes daily cash remittance and month-end reporting for secondary market loan portfolio.
• Assists with follow-up as it relates to servicing the in-house and secondary market mortgage portfolio.
  
  

Customer Service and Product Support

• Supports, advances, and is responsible for meeting Premier Experience service standards, including providing daily user support.
• Acts as the dedicated point of contact for customer inquiries and concerns, ensuring timely, accurate, and empathetic responses. Maintains ownership of issues from initial contact through resolution, proactively following up to guarantee customer satisfaction.
• Collaborates with internal teams to resolve complex matters and communicates updates clearly to customers.
  
  

Other Projects & Responsibilities

• Assists with preparing mortgage files for internal and external review.
• Collaborates with appropriate loan department staff on related questions/issues regarding loan documentation.
• Creates and/or updates department specific procedures when necessary.
• Identifies opportunities to improve customer experience and shares feedback with leadership to enhance service delivery.
  
  

Other General & Administrative

• Assist with completing special projects and assignments as required by department leadership
• Actively participate in internal and external continuing education for mortgage loan operations and leadership
• Contain knowledge of company products and services
• Have a working knowledge of Choice Financials policies and procedures and comply with them
• Maintain complete confidentiality with regards to customer accounts, loans and bank relationships
• Project a positive image of Choice Financial when representing the organization
• Actively support management and organizational goals
• Interact with other employees to promote teamwork, communications, trust and respect
• Adapt to meet the ever-changing customer and community needs
• Performs duties outside normal scope as assigned
  
  

Related Skills & Key Competencies

• Leads as a team player with excellent interpersonal skills and develops partnerships
• Takes initiative by proactively identifying what needs to be done and acts
• Communicates effectively with excellent written and oral communication skills
• Promotes and administers change and accepts diversity
• Exhibits problem-solving, analytical thinking, and decision-making skills
• Fosters open communication
• Follows policies and procedures
• Proficient computer skills including Microsoft Office (Word, Excel, Access)
• Must work in an efficient, systematic way
• Must display consistency, thoroughness, attention to detail, and strong organizational skills
• Use sounds judgment in prioritizing tasks to work under tight deadlines
• Demonstrates strong customer service skills, including active listening, empathy, and clear communication. Ability to manage multiple inquiries while maintaining professionalism and accuracy.
  
  

Requirements

Qualifications

• 4 to 6 years of relevant experience with requisite competencies.
• Advanced knowledge of mortgage servicing, FNMA guidelines, and secondary market processes.
• Proven track record of resolving complex customer issues and maintaining high satisfaction levels.
• Skilled in collaborating across departments to ensure timely resolution of customer concerns.
• Strong organizational skills and ability to adapt to changing customer needs.
  
  

Travel Requirement

This position requires travel to support business needs, including team collaboration, internal trainings, and cross-functional initiatives. The frequency and duration of travel will vary based on organizational priorities and team needs.

Cultural Alignment

Choice is #PeopleFirst, banking second.

People don’t need just another bank. People need to be supported by a team of trusted partners who will get to know them and their business, understand their challenges, discover their dreams, and recognize the success in bringing people and banking together in our communities.

In contributing to our culture, Choice team members are guided by our core values.

• Embrace change and encourage innovation.
• Know when to ask for help and know when to offer help.
• Better the places we live.
• Work hard. Do the right thing. Have a little fun.
  
  

Our vision of Diversity at Choice is supported by our #PeopleFirst mission and our core values.

Being #PeopleFirst means that Choice is committed to focusing attention and resources towards creating an environment where everyone feels respected and valued and can do their best work. Doing the right thing means encouraging employees to share their experiences and ideas, and to bring their whole authentic selves to work. Together, we can build an inclusive culture that seeks out, supports, and celebrates diverse voices. We can use our diversity to fuel creativity and innovation and bring us closer to our customers and the communities we serve. Be welcome at Choice. We can see you here.

Disclosure

This job description is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a significant risk to the health and safety of themselves or other employees.

All employment at Choice Financial Group is “at will” employment. This position description does not create an employment contract, implied or otherwise.

The base salary for this role is listed below. This pay range is posted to comply with wage transparency laws. The base salary may vary based on skill, ability, knowledge, experience and geographic location. Full time employees are also eligible for a competitive bonus and benefits package. Check out bankwithchoice.com/careers for an outline of current benefit offerings.