Home Equity Servicing Specialist

Reports to: Manager, 2nd Market & Post Close

Supervises: 0 (Direct) 0 (Indirect)

ESSENTIAL FUNCTIONS

• Responds to internal service events. Provide timely responses to staff and members.
• Responsible for lien satisfactions and clearing lien exception requests for outside title companies.
• Responsible for filing lien satisfactions through local county recorder or via electronic channel.
• Restructure misapplied payments for accurate accounting.
• Restructure line of credit tracking within the Symitar system per the conditions set forth in a Modification Agreement or court ordered document(s)
• Review monthly report detailing status of all Home Equity products currently booked – make corrections as needed.
• Responsible for mailing satisfied liens to members.
• Calculate and provide payment projections for line of credit draws.
• Calculate and provide payment schedules for fixed rate ('lock') options.
• Assist members with rate locks by completing 'Lock Agreement' and sending contract to member for signature – calculate and create tracking within Symitar system.
• Generate reports to track departments production while meeting regulatory standards.
• Provide support to other loan servicing functions.
• Provide input on and create improved processes and services.
• Perform other related duties as assigned.

EDUCATION/ EXPERIENCE

• Three to five years of Customer Service experience. Mortgage/HELOC experience preferred.
• High School Diploma or GED

OTHER SKILLS AND ABILITIES

• Excellent verbal and written communication skills including telephone etiquette and friendly attitude
• Intermediate arithmetic skills
• Strong time management skills
• Able to adapt and embrace change
• Must be team-oriented and able to work autonomously
• Strong problem solving and decision-making skills
• Interpersonal Skills – courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Must be detailed oriented with strong organizational skills.
• Multi-tasking in a member service environment is essential.
• Ability to operate a PC with windows operating system and internet applications.

SERVICE STANDARDS:

Own the Issue

• Build confidence that you will help through your words and actions.
• Minimize the team/member's effort.

Personalize the Experience

• Show that you care about the person and the issue.
• Adapt to the team/member's pace, style, and emotional tone.

Be Authentic

• Be genuine.
• Be present in the conversation to avoid sounding mechanical.

Understand, then Solve

• Aim for one-call resolution.
• Address the underlying issue vs. just the request.
• Be crystal clear on next steps.

Be Curious to Exceed Expectations

• Pick up on cues and clues indicating other needs.
• Engage in conversation to discuss broader needs.
• Help the member access additional resources, products, and services to gain more value.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

Typical office – no hazardous or unpleasant conditions.

DISCLAIMER:

Y-12 Federal Credit Union checks all Mortgage Loan Originators and Employees against the GSA Excluded Parties List, HUD LDP List, and FHFA SCP List as a part of our Hiring Procedures. All NMLS registered MLO's for Y-12 Federal Credit Union have been checked against these lists and will screen all mortgage employees on a semi-annual or annual basis, as required.

We are an EEO Employer

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Required

• 3 - 5 years: Three to five years of Customer Service experience. Mortgage/HELOC experience preferred.

Required

• GED or better
• High School or better

Required

• Multi-tasking
• Customer Service: phone, email, chat, video
• Problem Solving

Preferred

• Mortgage Loan Experience
• Mortgage Servicing Experience
• Symitar
• HELOC Experience

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.