Mortgage Servicing Sr. Specialist

Mortgage Loan Operations Specialist

At FNBO, our employees are the heart of our storyand we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

Summary of the Job :

Responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. Accurately process daily maintenance and / or requests for Mortgage Loan Operations. Work collaboratively with teammates to balance workloads and meet daily deadlines.

About This Role :

Job Specific Responsibilities / Accountabilities :

1. Provide operation support within one or more of the following mortgage servicing functions : payment processing, escrow processing, new loan onboarding & payoff processing.

2. Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.

3. Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.

4. Maintain customer confidentiality and confidence while performing servicing functions and conversations.

5. Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.

6. Meet deadlines with an appropriate sense of urgency.

7. Identify and communicate servicing issues and trends.

8. Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems.

9. Track work volume related to your specific job duties on an ongoing basis.

10. Cross train for coverage of additional roles within the Mortgage Servicing Team.

The Ideal Candidate for This Role :

Minimum Qualifications :

1. HS Diploma or GED

2. Working knowledge of MS Office products, Outlook and Excel etc.

3. Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.

Key Skills :

1. Demonstrate empathetic phone etiquette and ability to walk in the customer's shoes when faced with difficult situations to create positive outcomes.

2. Clear oral and written communication skills. Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.

3. Ability to work independently in diverse fast-paced environment while meeting service level expectations and regulatory requirements.

4. Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.

5. Detail oriented with an understanding of basic balancing.

Physical Demands :

Occasional light lifting needed for payoff file boxes approx. 25 lbs.

Compensation :

Compensation range (base pay) : $40,310.00-$64,497.00

This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and / or skill level.

Work Environment :

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.

Benefits Overview :

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs :

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA) / Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term / Long-Term Disability Insurance

Equal Opportunity & Belonging :

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selvesno matter their role or where they are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.