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Mortgage Servicing Representative
TCF Bank
Plymouth, MN, United States
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Responsible for accurately performing critical business processes including, but not limited to: account updates, escrow analysis, document preparation, customer phone calls, and file reviews. Perform a broad range of loan servicing functions ranging from simple balance inquires to moderately complex issues including, but not limited to: loan level account updates, inbound call handling, payment allocation analysis, document retrieval/preparation, and post close file reviews in accordance with regulatory requirements (e.g., policy and regulatory compliance, quality, and quantity targets.)
Major Areas of Accountability
• Process Delivery: Perform key business processes quickly, accurately, and completely. Meet all internal standards and Policy and Procedure requirements including quality, quantity, and timeliness of work product. Processes include, but are not limited to:
◦ Loan Sales support - Collateral and file preparation/delivery, data integrity, and research
◦ Investor Support – Participate in with managing investor relationships, third-party inquiries, and account-level research and analysis
◦ Lien Release –Process Security Instrument Release documents (e.g. Mortgage Satisfaction, Deed of Trust Reconveyence, Payoff Statements) in compliance with state specific guidelines
◦ Account maintenance/research - Perform research and account updates to meet contractual, customer and/or regulatory requirements (e.g. payment processing, changes to customer data, document retrieval)
◦ File review – Review key loan documents, data elements, error documentation, and quality reporting.
◦ Collateral management - Ensure accuracy of Security Instruments, document scanning/indexing, document preparation
◦ Specialty processes - Assist with preparing Government required reporting and analysis (e.g., HMDA), Escrow Management, SCRA Management, Flood Insurance Monitoring, and Fair Credit Bureau Reporting (FCRA compliance) in accordance with established processes and procedures
• Goal orientation, teamwork, and flexibility: Driven by metrics and results, complete assigned individual, team, and overall business goals. Willingly assists other teams/team members to meet TCF’s overall business objectives. This includes, but is not limited to: handling inbound calls during peak volume periods, assisting with loan sales, and contributing to other time-sensitive, mission-critical projects.
• Research, Analysis, and Problem Solving: Log complex loan servicing issues for prompt follow-up and independently research, analyze, and resolve simple to moderately complex issues (e.g., document issues, clouded title, payment allocation issues) using self-service tools such as online policy and procedure manuals. When needed, escalate items to more senior representatives for assistance in resolving the issue. Inform customer, in advance, of the anticipated timeline to complete research following established guidelines. Actively communicate with customer, when timelines must be extended.
• Policy and Regulatory Expertise: Demonstrate the ability to comprehend and apply bank policies and procedures in the work environment by quickly mastering all applicable internal policies and procedures as well as Local, State, and Federal (e.g. OCC, CFPB) regulatory requirements.
• Product and Service Expertise: Strive to learn products and services with the goal to become knowledgeable on a broad array of Mortgage and Home Equity products, services (e.g. Escrow, Command Protection), and processes (e.g. payment allocation, amortization schedules). Some escalation to more experienced team members may be required.
• Communication: Communicate effectively by phone, written, or electronic means with internal customers and key external stakeholders (e.g., vendors, mortgage brokers, title companies, consumers), as needed to effectively perform servicing processes and resolve issues.
• Continuous improvement: Identify systematic issues and process / quality improvement opportunities, and proactively bring these items to management’s attention.
• Multi-tasking: Prioritize daily tasks and seek assistance as needed from others or Manager to address demands to ensure established quality and production targets are met.
Required:
• High School Diploma or GED equivalent
• 1 year of work experience in Financial Services Operations function (e.g., Auto or Mortgage Servicing, Insurance Claims/Underwriting, etc.), Law Office, or retail banking sales role, or similar highly-regulated and process-driven work environment
• Good interpersonal skills and professionalism to represent the Bank to customers
• Proven ability to perform highly-detailed, complex tasks with speed and accuracy
• Keyboarding and 10-key skills
• Strong problem-solving, analytic, and research skills
• Proficient with basic PC skills including use of spreadsheets and word processing programs
• Ability to understand and utilize basic mathematical skills and concepts
Preferred:
• Post-HS education
• 1 year experience working in Mortgage Servicing or related role
• Knowledge of Mortgage industry terminology, documentation, and standards (e.g., 1003 Form, HMDA, RESPA, TILA, etc.)
• Fluency in a foreign language (e.g., Spanish)