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Mortgage Servicing Coordinator

1 month ago

Knoxville, United States ORNL Federal Credit Union Full time
The deadline to apply for this opportunity is August 13, 2024. Please note this is ahybrid-remote position.

Role: The Mortgage Servicing Coordinator will assist 7 Servicing partners with all aspects of mortgage servicing as it relates to, but is not limited to, Escrow Processing, Payoffs, Lien Releases, Records Retention, Member Resolution, Bankruptcy ; Foreclosure, Loss Mitigation, and Quality Control. The Mortgage Servicing Coordinator will ensure a high quality mortgage experience for the 7 Servicing partners and their members by providing professional service and outstanding communication.

Essential Functions and Responsibilities:

  • Properly maintains escrow accounts. Processes and remits fund for escrowed property taxes, hazard insurance, flood insurance, and private mortgage insurance. Performs all duties relating to escrow account management which includes but is not limited to escrow analysis, research of tax and insurance bills, and payment of interest on escrow accounts.
  • Processes payoffs and payoff requests, prepares the release of lien on collateral, ensures the appropriate materials and documentation are available to complete transactions. Responds to inquiries and customer service requests related to the payoff process. Handles more complex calls, performing research, resolving issues, and communicating with internal//external partners when needed.
  • Performs quality control reviews and audits to help manage compliance risk in accordance with FNMA guidelines and credit union policies. Conducts internal monitoring and transactional testing for mortgage regulatory requirements, including but not limited to loan level detail review, documentation retrieval, back-up audit file creation and audit exception documentation. Assists with processes to maintain compliance through third party resources, reports, and systems as identified and needed. Assists members with and manages the process around insurance property damage claims.
  • Handles both inbound and outbound phone conversations daily, while monitoring and maintaining accurate account information on all defaulted accounts. Answers inquiries via phone and email in a timely manner. Provides support and high service levels to all clients, attorneys, vendors and internal team members. Thoroughly reviews individual financial statements including a detailed list of monthly expenses, accounts, and income while adhering to set procedures and guidelines to determine the member's workout options. Communicates information and direct documentation to attorneys, title companies, realtors to effectively maximize Loss Mitigation opportunities. Answers inquiries and acts as primary contact for members, attorney firms, internal/external vendors and 3rd parties. Explains, monitors, and negotiates payment plans and other alternatives to foreclosure options ensuring that the debtor understands the terms and conditions to prevent further financial damage.
  • Monitors all loss mitigation and default actions including but not limited to Alternatives to Foreclosure actions, Bankruptcy transactions, and Foreclosure transactions. Provides members with information needed to select the most ideal default resolution options. Monitors all Post petition payments and sale reporting as Foreclosure and/or Bankruptcy transactions are completed. Prepares foreclosure first legal referrals, authorizations to proceed with sales, foreclosure bids, equity analysis, motions for relief and attorney referrals and plan objections, ensuring compliance with all regulations, Investor, Insurer, Agency and 7 Servicing guidelines. Reviews, researches, identifies and resolves title issues for defaulted loans in assigned portfolio; coordinates with vendors, title companies and attorneys.
  • Performs other job-related duties as assigned.
Experience: One or more years of mortgage servicing industry or related experience (such as consumer or commercial lending) is required. Experience working with computer system(s) for mortgage servicing and reporting systems is preferred.

Education: An Associate's degree in business or related field, or an equivalent combination of education and experience, is required.

Other Skills Required:
  • Must be proficient in Microsoft Office Suite.
  • Must be proficient with Google Workspace.
  • Experience with ICE (Black Knight) MSP platform a plus
  • Must have the ability to communicate clearly and professionally both verbally and in writing.
  • Must have strong presentation skills with the ability to present to multiple levels both inside and outside the organization.
  • Must have excellent time management skills and be accustomed to working within deadlines.
  • Must have strong organizational skills, be detail oriented and customer focused.
  • Must have the ability to learn and adapt to systems and system updates, implement changes, and troubleshoot.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)