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Mortgage Resolutions Spec Lead

3 months ago

Gurnee, Illinois, United States Old National Bank Full time

Overview:

  • Old National Bank has been serving clients and communities since 1834. With $48 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are _committed to social responsibility and investing in our communities through volunteering and charitable giving._
  • Our_ team members a_re_ our greatest asset, and we _continually _invest in their growth and development. We offer a variety of _Impact Network Groups_ led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization._


Support the Mortgage Resolution Specialists Team with a focus on training and quality by collaborating directly with the specialist, and by partnering with the Mortgage Origination Team, Quality Assurance and Compliance.

This is to ensure the input and output of all the Mortgage Resolution Specialists functions are upheld to the highest quality standards, completed within the agreed upon internal and external SLAs Assist Management in the development of training plans and provide ongoing training to staff to ensure they have the necessary knowledge and expertise to perform in their role, which leads to a highly efficient and effective team.

Responsible for the daily phone calls from our clients and banking personnel to research or update their loans. Entering mortgage payments into the servicing system. This position must be knowledgeable about mortgage servicing and able to deal with difficult phone calls with our clients. This position will collaborate closely with the team to resolve escalated issues and have a thorough knowledge of systems.

Key Accountabilities

  • Monitors day to day operations of the Mortgage Resolution Specialists, problem solving and collaboration within the team. Organize and approve procedures relative to Mortgage Resolution Specialists job functions.
  • Develop and motivate associates in the Mortgage Resolution Team to achieve organizational goals.
  • Subject Matter Expert for the team; provide training and direction.
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
  • Confirms daily processing has completed and notifies Manager of any issues.
  • Reviews new payment requests and auto debit requests to update information into Black Knight Servicing system to assure accuracy and timely updates to the borrower's loan payment.
  • Subject matter expert on the Black Knight mortgage servicing system and ability to resolve issues when they arise.
  • Works with other teams to identify borrower's needs so that the customer has the upmost of care and attention.
Key Competencies for Position

  • Willing to act quickly, learn and adjust as needed.
  • Leverages own strengths and those of team members to meet individual and team goals supporting both internal and external client needs.
  • Identifies opportunities for improvement and seeks insights from other sources to generate potential solutions.
  • Unites others towards common goal.
  • Evaluates the implications of latest information or events and recommends solutions using decisions that are sound based on what is known at the time.
  • Places the organization's goals before individual or team goals.
Qualifications and Education Requirements

  • Minimum of 5+ years of experience in mortgage loan servicing or in a related area.
Associate degree in related program or field.

  • Expert level of knowledgeable about mortgage loan documents
Customer service, team and goal oriented with a positive attitude towards work and others.
Moderate to Expert computer skills and working knowledge of Microsoft Office products.
Experience leading a team to achieve goals to contribute to team success.
Excellent communication skills and ability to manage escalated customer calls for the team.

  • Experience leading a team to achieve goals to contribute to team success.
  • Excellent communication skills and ability to manage escalated customer calls for the team.

Key Measures of Success/Key Deliverables:

  • Create an inspiring team environment with an open communication culture.
  • Monitor team performance and report on metrics.
  • Oversee daytoday operation.
  • Motivate team members.
  • Discover training needs and provide coaching.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.


As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.


  • We do not accept resumes from external staffing agencies or independen