Mortgage Servicing Loan Care Specialist
US-TX-San Antonio
Careers (External)
Req #: 10709
Type: Full-Time
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Overview: Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members "do better." Joining PenFed is more than being an employee; it's about being a part of the PenFed family. PenFed is hiring a (Hybrid) Mortgage Servicing Loan Care Specialist at our San Antonio, Texas service center. The primary purpose of this job is to provide best-in-class member service by answering incoming calls from members regarding the servicing of their mortgage loans to include billing statements, escrow questions (tax, insurance, and escrow analysis), misapplied payments and other servicing functions while maintaining confidentially of member information. This is a fast-paced call center environment, so the candidate will be expected to take a high volume of calls daily. Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned. * Answers incoming calls from members regarding the servicing of their mortgage loans and takes appropriate action for each call. * Process phone requests from members, third parties and internal staff for payment histories, amortization schedules, payoffs, verification of mortgage and documentation requests. * Understand loan transaction history inquiry, including payment activity, escrow disbursements, rate and P&I changes, fee assessments, and payment reversals. * Document all member contacts and inquires by adding comments on the mortgage loan servicing system and updating account demographics as necessary. * Resolve servicing concerns or issues by clarifying the member's concerns, determining the cause of the problem, selecting and explaining the best solution to solve the concern, expediting the correction or adjustment and follow up to ensure resolution. * Prepare Customer Information Tracking (CITs) and task the appropriate staff/department with research requests or inquiries. * Responsible for the Setup, Change, or Cancellation of Automatic Clearing House (ACH) requests from members. * Ensure all member issues and complaints are resolved in a timely manner including escalating the complaint to management through the Everest Tracking System, as needed or required. * Maintain availability to answer inbound calls from members regarding mortgage servicing issues while multi-tasking. * Maintain knowledge of federal, state, county or city, investor, insurer and internal laws, policies and procedures with regard to mortgage loan servicing including PenFed mortgage loan products. *This role is responsible for ensuring business continuity.* Qualifications: An equivalent combination of education and experience is considered. * Bachelor's Degree or combination of education and experience that provides necessary skills and knowledge to satisfactorily perform the essential job functions. * Minimum of three (3) years of related work experience in mortgage loan servicing or in work that provided a working knowledge of mortgage loan products. * Possess knowledge and recognition of loan related documents such as Note, Mortgage/Deed of Trust, Riders, PMI/VA and Flood certificates, and HUD-I. * Strong oral and written communication skills required. * Ability to work in multiple systems to obtain loan information and complete research for members in a timely manner. * Ability to work in a phone queue/call center environment. * Ability to effectively communicate via phone throughout entire shift. * Ability to work under pressure in a fast-paced, priority work environment. * Ability to work effectively in a team-oriented environment as well as independently. * Present a positive and professional demeanor at all times. * Proficient in Microsoft Word, Excel, Outlook, LoanServ, Penguin, Hogan, and any other mortgage software. Supervisory Responsibility This position will not supervise employees. Licenses and Certifications There are no additional licenses and/or certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel The ability to travel to various worksites and be on-call is required.
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