Mortgage Servicing Research Specialist
PenFed Credit Union
Expiry Date :
Mon, 26 Apr 2021 23:59:59 GMT
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Mortgage Servicing Research Specialist Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members ‘do better.’ Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Mortgage Servicing Research Specialist at our Frisco, Texas location. The primary purpose of this role is to maintain continuous member contact to address written communication with members in multiple formats. The individual will be responsible for providing responses in a professional, accurate, and timely manner. In addition, the individual will route specific inquiries to appropriate areas of expertise if the inquiry is outside the expected breadth of knowledge. Problem solving skills and the ability to make sound judgement loan decisions on mortgage issues is required. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. + Professionally answer member’s questions and concerns regarding the servicing of their mortgage loan(s), which includes knowledge on, but is not limited to, billing statements, payments, member correspondence, escrow (tax, insurance, PMI and escrow analysis), payment history and current activity, loan rates and impacts to PITI (principal, interest, tax, insurance), misapplied payments and payment reversals; have knowledge of and adhere to federal, regulatory, agency or investor, state, Pentagon Federal Credit Union and/or additional guidelines as applicable. + Processing of payoff quotes, verification of mortgage, address/phone number changes, amortization schedules, payment histories, submitting and completing tasks. + Document all member contact thoroughly and accurately through the utilization of the mortgage loan servicing system and/or systems of record as applicable. + Provide assistance, as applicable, to address, document, and resolve all member complaints filed with regulatory agencies including, but not limited to, NCUA, CFPB, BBB, etc.; provide a response in an appropriate regulatory timeframe or as required in accordance with PenFed’s policies and procedures. + Support notice of errors issues and requests for information tasks by assisting with the documentation and resolution of said issues in accordance with CFPB, applicable regulatory agencies, and/or in accordance with PenFed’s policies and procedures. + Monitor and ensure assigned tasks are being completed in an accurate and timely fashion in accordance with established standard levels of service. + Maintain the ability to address servicing issues by conducting loan-level research on presented issues and provide a sound resolution through various forms of communication. + Assist with improvement plan execution processes and escalates risks and/or operational deficiencies identified to direct leadership. Qualifications Equivalent combination of education and experience is considered. + Bachelor’s degree in business or a related field and/or experience that provides the necessary skills and knowledge to satisfactorily perform essential role functions. + Minimum of four (4) years in a financial institution with exposure to mortgage residential lending; mortgage servicing experience is required. + Strong knowledge of federal, regulatory, agency, investor, state, county, city, Pentagon Federal Credit Union and/or additional laws or guidelines is highly preferred. + Excellent verbal and non-verbal communication skills, with an ability to review complex issues and make sound decisions is required. Ability to effectively articulate complex concepts to members, peers, internal leadership, and lines of business partners is required. + Experience in utilizing automated loan-servicing systems is required. + Sagent (FiServ/LoanServ) and/or BKFS (Black Knight/MSP) skills and knowledge gained through practical experience is required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call is required. Special Message Regarding COVID 19 PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at .