Mortgage Loan Servicing Representative
JMAC Lending
- Costa Mesa, CA
- $52,200-63,800 per year
- Permanent
- Full-time
- 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.
- 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.
- 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.
- Track monthly pipeline of payments that are due and following up with borrowers and brokers if payments are not received by due date.
- Perform loan level servicing audits.
- Prepare and issuing remittance reports to secondary market investors and prepares month end investor reporting.
- Prepare weekly loan boarding tape and escrow wires to sub-servicer. Monitor and follow up to ensure accurate data and boarding.
- 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
- 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