Supports the servicing of mortgage loans. Work will vary based on associate's department. May entail working on default and/or non-defaulted loans. Responsibilities may include processing routine transactions, documenting loan history, responding to customer, investor, or other 3rd party inquiries, researching and/or preparing documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action. Handles routine levels of transactions with oversight of senior staff and managers to complete daily tasks. Typically has 0-2 years of experience with a basic knowledge of the business and general office skills.
The Mortgage Servicing Specialist position works in the loan servicing line of business assisting customers experiencing financial difficulties with their delinquent home loans. The primary responsibilities for this position include providing loan modification status with the Making Home Affordable (MHA) Program through inbound calls. Mortgage Servicing Specialists may also work with customers to help them understand their mortgage terms, review delinquency patterns and negotiate payment arrangements. In addition, associates in this role will work to bring customer accounts to current status by offering different options including repayment or workout plans if the MHA program is not available.
This is a position in a very high volume call center environment. Mortgage Servicing Specialists average 80+ inbound and/or outbound calls per day using an auto dialer telephone system. Associates also work within a structured team setting, and are expected to work their scheduled shifts and adhere to our attendance guidelines in order to ensure that we can provide excellent service to our customers. Monthly incentive opportunities are available based on performance towards set monthly goals. Mortgage Servicing Specialists are also responsible for discussing personal financial information, explaining payment and modification terms and will be required to navigate through multiple computer applications to provide the best solution for our customers.
Home Loans & Insurance/Mortgage Servicing Specialist Required Skills:
Computer skills - Ability to navigate multiple computer programs simultaneously
At least six months of customer service experience
The ability to communicate clearly and effectively
Must be flexible and have the ability to shift priorities
Strong customer service skills
Must exhibit strong drive for results and success
Home Loans & Insurance/Mortgage Servicing Specialist Desired Skills:
MS Office experience
Call Center experience
Negotiation experience and the ability to arrive at agreements diplomatically
Mortgage industry experience
Bank of America - 4 years ago
Bank of America Corporation is a bank holding company. Through its banking subsidiaries (the Banks) and various non-banking subsidiaries...