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Residential Loan Servicing Coordinator - Quality Assurance
Associated Bank
Stevens Point, WI, United States
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Description
Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: colleaguecare@AssociatedBank.com or call: (800) 878-3282.
JOB SUMMARY
Under limited supervision, provide job-specific quality assurance to Default Services & Loan Servicing as well as Third Party Relationships, in order to ensure processes and procedures conducted internally (business line/colleague) or externally (vendor) comply with Department, Bank, Investor requirements and state and federal regulations.. Conduct periodic performance management reviews for each business line and/or vendor to ensure internal and external requirements and expectations are being met, review and discuss results monthly, follow-up on action plans, ensure results are tracked in scorecards, accountability reporting and shared/escalated with management, as appropriate. Monitor and score calls and loss mitigation files for applicable areas to ensure that policy and procedures are being followed and meet all investor, regulatory, state and federal guidelines. Act as a liaison between the Bank and the Vendor; ensure artifacts are current, process vendor invoicing, assist in trouble shooting, maintain inventory levels and track expenses, as applicable. Additional duties include, but are not limited to; basic remediation and project validation (such as year-end), monthly calibration sessions across sites, administration, assisting in service transfers, updating procedures or project plans, complaint research and response. This position relates to all functions within Residential Loan Servicing and any Vendors assigned within that group.
COMPLIANCE STATEMENT
As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and insure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.
Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.
KEY RESULT AREAS
Quality Assurance
Leadership
Process Improvement
Risk Management
Research
Documentation
Regulation and Compliance
Communication
Analysis
Problem Solving
Negotiation and Influence
JOB ACCOUNTABILITIES
Monitor and evaluate calls for quality assurance and compliance through established quality assurance programs. Track and analyze results for agent and vendor performance scorecards. Develop and maintain data base of individual tests and all results. Proactively communicate any customer issues or trends to the Quality Assurance Manager/Supervisor.
Thoroughly evaluate and audit by analyzing individual judgment details, timelines, fees assessed, financial statements title policies, FPI, PMI and payoffs according to policy. Convey feedback to the Quality Assurance Manager/Supervisor.
Act as a liaison between third party vendor management, department and vendor, assist in the gathering of artifacts, coordinating productions, billing statements, research/troubleshooting, invoicing, maintain appropriate levels of inventory and track vendor expenses.
Ensure that overall decisions made are the best option for the customer and the Bank and the customer, limits current loss and future non-accrual and charge off for Associated Bank. Research complaint referrals, follow up to obtain accurate details, respond and provide detail to Customer Care, Legal and appropriate management.
Assist in reviewing processes for efficiencies by possessing basic knowledge in banking documents and procedures used in default services or Loan servicing. Assist in reviewing, creating and revising procedures as necessary.
Maintain proficiency on core computer systems, department data base, Investor reporting systems and Government reporting systems including documentation updates, reviewing new enhancements and recommending implementation of system problem solving.
Be an advocate for the customer by understanding and taking in to account the value of the customer’s entire relationship with us.
Qualifications
EDUCATION
Associate's Degree or equivalent combination of education and experience Required
Bachelor's Degree or equivalent combination of education and experience Preferred
EXPERIENCE
2-4 years Related experience, i.e. Quality Assurance Default related functions, Loan Servicing, Vendor Management, etc.
Required
4-7 years Related experience, i.e. Quality Assurance Default related functions, Loan Servicing, Vendor Management, etc.
Preferred
SKILLS
Advanced Ability to Multi Task and Prioritize
Advanced Organizational
Advanced Verbal Communication
Advanced Written Communication
Analytical
Mathematical
Customer Relations
Microsoft Office
Computer Systems Verint, Quality Center, others as applicable