Loan Servicer Representative II

Loan Servicer Rep (Redwood City, CA)

Job Summary:

Provide outstanding service to members on servicing-related issues from point of funding to payoff by handling member inquiries in a courteous and efficient manner.  Provide technical support in all aspects of loan servicing to maintain compliance with all applicable laws and ensure a low level of departmental errors and losses.  Perform thorough reviews, analysis and adjustments of accounts as deemed necessary to ensure account and system accuracy.

Why Provident?

Provident Credit Union was established in 1950 and we rank among the top 10% of credit unions in the US.  We believe having a culture that is accepting, supportive, diverse and inclusive makes us all better.  Provident has been a Bay Area "Top Workplace" since 2017, and our employees rank us on Glassdoor as one of the best credit unions in the nation.  

Our values are:

• Listen
• Get Better
• Do What's Right

Essential Function:

Be proficient in and accurately perform the following core functions:

• Answering and resolving member service requests by phone, mail, secure e-mail
• Perform standard FHLMC/FNMA Seller/Servicer servicing activities including delivery, loan-level reporting, remitting and delinquency reporting
• Boarding of 1st and 2nd mortgage loans
• Payment processing and teller balancing
• Escrow account disclosure, disbursement and analysis
• Insurance monitoring for mortgage and consumer loans
• Property tax and insurance requirements
• PMI disbursement, notification and cancellation requirements
• IRS loan interest reporting and disclosure requirements
• Adjustable Rate Mortgage rate adjustment process
• Payoff and reconveyance processing
• Loan interest calculation
• Provident mortgage lending policies and procedures
• Perform FHLMC/FNMA Seller/Servicer functions within the investor required guidelines and timeframes.
• Assist in all aspects of quality control process for investor and portfolio loans including pre-funding and post-funding audits
• Provide accurate and clear explanation of loan disclosures and statements to members and internal departments.
• Verify accuracy of loan records through periodic audit and analysis of loan data.
• Perform research requests and adjustments received from internal departments and service centers.
• Maintain current knowledge of operations, servicing mechanics, procedures, rule changes and regulatory guideline changes
• Ensure all scheduled ARM interest rate disclosures and changes are processed in compliance with the terms of the promissory note.
• Monitor and process timely escrow analysis disclosure and applicable refunds for impounded loans in compliance with RESPA.
• Assist management and other Loan Service personnel with special assignments, projects and other related duties as required or assigned.

QUALIFICATIONS:

Education/Knowledge/Skills/Abilities:

• High School diploma, some college preferred
• 1-2 years of experience in residential mortgage loan service operations with a customer service emphasis or comparable experience
• Knowledge of core servicing functions
• Knowledgeable in general operating areas
• Knowledge of loan servicing systems and programs
• Organizational skills
• Mathematical aptitude
• Clerical aptitude and analytical reasoning skills
• Listening and speaking skills.
• Written communication skills.
• Ability and willingness to consistently provide outstanding service to all members and Provident employees alike.
• Complete required BSA & OFAC training annually.
• Understand and adhere to BSA and OFAC policy and procedures.

Benefits you will enjoy:

• Quality medical, dental and vision care coverage
• 401(k) retirement plan with up to 150% matching employer contributions
• Strong commitment to investing in your career and educational advancement by offering up to 100% Tuition reimbursement for approved courses.
• Annual discretionary bonus
• Generous paid time off and paid holidays
• Flexible spending accounts
• Short and long-term disability coverage
• Life and AD&D insurance
• Employee Referral bonus
• Provident membership
• Rate discount on home and auto loans
• Opportunity to use company owned condo in Maui and Lake Tahoe

Pay Grade is P1. This position is eligible for annual discretionary bonus.

Targeted Hourly Pay: $27.50 – 34.86 / hour DOE

Provident is an Equal Opportunity Employer

We are a winner of the Bay Area News Group Top Workplace in Check us out on Glassdoor