Servicing Correspondence Coordinator I

Position Purpose

The Correspondence Coordinator specializing in mortgage loan servicing will spearhead the automation of correspondence processes, ensuring the swift and accurate transmission of letters for non-collection loans. This role will be instrumental in optimizing efficiency and maintaining timely communication with borrowers, facilitating seamless interactions and enhancing overall customer experience.

Responsibilities/Duties/Functions/Tasks

·       Facilitation between Servicing, Biztech, and Compliance to assist with letter automation and change management

·        Point of contact for non-collection letters within the business

·        Knowledgeable in SMS Letter Tool, OLLW functionality, and Newcourse programming

·        Provides weekly reporting of letter status, blockers, deadlines, etc.

·        Participation in weekly letter calls

·        Provide education to the business on letter rules and criteria

·        Assists with letter template creation within the requirements of the letter tool 

·        Support standardization of letter automation through process mapping and planning

·        Owner of NTC dictionary, letter tag descriptions, and a change log of letter programming logic, housed within Sharepoint. 

·        Work constructively with business units, senior management and third parties

Qualifications

·        Possess strong communication, analytical, and problem-solving skills

·        Excellent verbal and written communications skills, relationship management, client facing, negotiation, team-building, and problem-solving.

·        Possess strong organizational and time management skills.

·        A sharp eye for identifying weak points in processes and organizational structures.

·        Experience working for multiple areas of a single business to promote diverse perspective

Supervisory responsibilities  

·        Recruits, interviews, hires, and trains new staff

·        Oversees the daily workflow of the department

·        Provides coaching to department staff

·        Provides constructive and timely performance evaluations

·        Handles discipline and termination of employees in accordance with company policy

·        Goal-Setting and Training of Team Members

Preferences

·        High attention to detail

·        Ability to work and to deliver content under tight deadlines

·        Ability to work independently and collectively

Career Path Opportunities

·        Certification in Lucid Charts

·        MBA CMS Certification

·        Six Sigma Certification

Company Conformance Statements

In the performance of assigned tasks and duties all employees are expected to conform to the following:

§  Review and adhere to policies and guidelines contained within the Employee Handbook, including privacy and information security guidelines.

§  Act within delegated authorities and adheres to applicable policy and procedures associated with such authorities.

§  Contribute to establishing a respectful workplace where diversity is critical to innovation and growth.

§  Ensure every action and decision is aligned with PRMI values.

§  Partner with your management team to understand performance expectations and measurements. Effectively utilize feedback and coaching opportunities while seeking to learn and develop within your role at PRMI.

§  Realize team synergies through networking and partnerships across PRMI.

§  Embrace change; act as advocate and role model, promoting an approach of continuous improvement.

§  Maintain a high standard of customer care while actively listening to customers in an effort to understand their views and needs.  Take ownership of problems and issues, taking into consideration the breadth of PRMI competencies in providing solutions.

§  Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

§  Work effectively as a team contributor on all assignments.

§  Perform quality work within deadlines.

§  Respect client and employee privacy.

Work Requirements

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and effectively perform in an office setting.  To maintain and ensure secure privacy of borrower (and other protected) information, an essential function of this job may require physical attendance in a defined office space. (i.e. branch or corporate office location).  Employment with PRMI requires compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies. The ability to work extended hours may be required.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.