About JMAC Lending:
JMAC Lending has been in business for more than 20 years. Servicing clients better with our innovative products, exceptional service, support and our dedication to helping our partners grow our business. The core of our culture and business approach is to go Beyond Current market options to be the go-to lender of choice for our clients. Our associates hold distinguished credentials and participate in continuing education, to ensure knowledge is carefully balanced with experience. Our company was built on our adherence to the highest ethical standards, while efficiently and carefully executing the delivery of product pricing for wholesale and correspondent lending for our clients.
Job Duties & Responsibilities:
The Servicing Analyst will ensure customer satisfaction on all loans being interim serviced and serviced by our sub-servicer. They will be responsible for handling customer inquiries in relation to servicing, payment collections, facilitating servicing transfers, assisting with investor reporting and auditing.
Customer Service:

• Responsible for interacting with clients through telephone, email and face to face interactions, always maintaining good customer service.
• Responsible for providing first call resolution and root cause analysis.
• Analyze, research, and resolve complex customer inquiries involving servicing transfer and billing issues; provide written confirmation upon completion of research in system notes and to borrowers, as applicable.
• Assist and resolve internal and partners with servicing issues and questions.
• Develop and maintain positive working relationships with internal clients and external contacts by applying excellent verbal, written, and telephone communication skills.

QC Department Administrative Support:

• Maintain a pipeline of re-verifications to process for each Quality Control Analyst for both Prefunding and Post-Closing audits. This includes ensuring that completed requests are received in a timely manner and following up on overdue requests.
• Review completed re-verifications and identify/report any misrepresentation in a timely manner.
• Troubleshoot re-verification issues with financial institutions.

Servicing Communication:

• Send correspondence to borrowers i.e. first payment letters, transfer letters, responses to qualified written requests, emails.
• Send correspondence to third parties regarding transfer of loan, i.e. hazard and mortgage insurance companies.

Collections:

• Track monthly pipeline of payments that are due and following up with borrowers and brokers if payments are not received by due date.

Audit:

• Perform loan level servicing audits.

Investor Reporting:

• Prepare and issuing remittance reports to secondary market investors and prepares month end investor reporting.

Servicing Transfer:

• Prepare weekly loan boarding tape and escrow wires to sub-servicer. Monitor and follow up to ensure accurate data and boarding.

Requirements

• Call center environment experience required

• Strong customer service and creative problem-solving expertise
• Strong verbal and written communication skills
• Demonstrates flexibility in responding to changes in assignment and job responsibility in a dynamic environment
• Ability to work under pressure and meet deadlines
• Ability to prioritize multiple tasks through effective time management and organizational skills.
• Ability to work independently and in a team-oriented environment

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & Holidays)
• Retirement Plan (401k)
• Short Term & Long Term Disability
• Family Leave
• Wellness Resources

JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin.
DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.