Seterus, Inc. is seeking a Workflow Specialist who will be responsible for any/all of the following: preparing and submitting loan closing or set-up packages, ensuring compliance with appropriate regulations and standards, monitoring payments of newly funded loans, ensuring timely release of wires to title companies, rate lock support, loan funding, and post closing/funding. This may also include responding to a variety of inquiries or requests from customers (internal or external). Work content ranges from complex customer inquiries (via phone, fax or e-mail), data entry and retrieval, to highly complex analysis and problem resolution. Reviews and recommends improvements to business processes and procedures to ensure customer satisfaction and quality. Communicates and negotiates proficiently with customers and IBM personnel as needed. Customer solutions include the use of creative and innovative problem solving techniques.
Has an in-depth understanding of and is able to fully articulate IBM’s loan fulfillment and administrative support process.
Assumes additional responsibilities as needed.
- Manage work queue in a fast paced production environment
- Attention to detail and adherence to established policies
- Ability to multi task while maintaining minimum standards
- Basic knowledge in Microsoft Excel is helpful, but not required
Experience in at least one functional area within a wholesale, correspondent or retail fulfillment center environment. Consistently displays a strong understanding of department activities, fulfillment processes, the loan origination regulatory environment, and systems functions.
Excellent written and verbal communication skills to coordinate and exchange information within the fulfillment center. May interface with customers. Seeks and provides explanation, collects data and verifies for completeness. Has an excellent understanding of the information processed.
Maintains businesslike communications, conduct, and appearance, and otherwise demonstrates courteous, positive, and professional behaviors at all times.
Communicates with IBM management and/or team members on a timely basis to exchange information regarding status of work, of potential or existing problems, and to provide assistance and suggestions.
Uses specialized procedures/techniques to manage loan documents in a timely and precise manner. Identify, understand and resolve complex customer problems/issues. Requires excellent knowledge of inter-related department activities and processes. Expected to recommend solutions to problems and follow through to resolution. May also develop, refine, and/or update established standard processes and procedures as appropriate. Consistently exhibits the ability to resolve problems in a timely manner.
Limited direction required. Responsible for a variety of interrelated tasks or processes within well established procedures. Instructs/trains junior team members. Demonstrates flexibility with regard to assignments and providing coverage when staffing shortages exist.
Impact on Business/Scope:
Accountable for individual results and for the impact of the results on team or projects. Accuracy, quality and productivity are all required. Inaccuracies could lead to loan production delays which may impact the customer relationships, which over time may significantly impact customers satisfaction and revenue. Consistently provides recommendations to improve/impact team’s operational results and to drive customer satisfaction.
High School Diploma/GED
Basic knowledge in department activities, workflow processes
At least 6 months experience in mortgage servicing or related field
Basic knowledge in Microsoft Excel
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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