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Mortgage Servicing Business Analyst
Freedom Mortgage
Fishers, IN, United States
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Essential Job Functions:
Rotations to be completed within one to two of the following areas:
Correspondence and Research
• Process all aspects of borrower incoming and outgoing correspondence
• Assist in the generation of all outgoing borrower statements, letter and notifications
• Handles research processes for Customer Care Department
• Responsible for credit bureau reporting and disputes
Loss Mitigation
• Must be in compliance of established timelines and quality decisions for each file assigned
• Communicate effectively with customers
Default Referral
• Responsible for ensuring compliance with directives, both verbal and electronic
• Review daily reports to ensure investor and Freedom Mortgage guidelines are met timely with respect to breach letters, foreclosure hold statuses
• Create and send referral packages to Foreclosure counsel
• Follow up on all Foreclosure-required actions each month to ensure specific requirements are met to prevent fines & reduce errors
• Review and identify various reports while ensuring department SLA’s are met
Command Center
• Identify and execute short and long-term strategy adjustments or enhancements to drive contact center performance
• Serve as subject matter expert in telephony technology, specifically outbound dialer functionality and optimization
• Ability to create, deliver, and analyze reports using Business Objects
• Ability to extract, summarize, and utilize data from varied sources while providing data-driven recommendations to business units and stakeholders
Escrow
• Interact with outsourcing vendors for information and account updates relative to real estate tax processing, insurance tracking and hazard loss claims.
• Set-up payee headers; reconcile disbursements and escrow refunds.
• Handle/process checks and wires, stop payments, return checks, and refunds.
• Perform quality control testing of escrow analysis and PMI billing report.
• Perform various functions on mortgage servicing system, including but not limited to: review/clear assigned tasks within required timeframes; documents required notations; monitor vendor tasks and responses.
Investor Reporting
• Perform analysis of system cutoff activity based on the remittance’s methodology
• Perform pool-to-security reconciliations
• Quantify overages and shortages and take appropriate steps to clear variances
• Prepare reports and remit funds associated with the monthly loan activity to the investors
• Monitor P&I custodial accounts to ensure no overdrafts occur and advances funds if needed
• Balance scheduled/scheduled, actual/actual, or scheduled/actual loan level and pool level portfolios
Special Loans
• Review and validate ARM data on servicing platform for accuracy
• Reviews and processes requests for SCRA initial and continued eligibility
• Completes daily, weekly, and monthly ARM indexes, as well as update, validate, and verify the servicing platform
• Review initial request for partial release by acting as a liaison between the customer and internal counsel
Customer Engagement
• Answer inbound and make outbound calls from the Customer Care department and respond to customer requests within established timelines
• Responsible for assuring all regulatory requirements are met by explaining policies and procedures courteously and patiently.
• Maintains confidentiality of customer’s nonpublic information.
Single Point of Contact (SPOC)
• Acts as single point of contact to assigned borrowers currently 45 days delinquent or greater
• Answer inbound calls and make outbound calls on assigned mortgage accounts that are 45 days or more delinquent.
• Work with borrower on repayment plans to get them back to a current status.
• Assist the borrower with loss mitigation options, how to apply, and status updates.
• Remain as the single point of contact until the borrower is current or approved for loss mitigation.