Mortgage Servicing Support Specialist I

Mortgage Servicing Support Specialist I JOB SUMMARY:

The Servicing Support Specialist I acts as the primary liaison between Retail, Correspondent, Banking, and the various Servicing departments by addressing and ensuring timely resolution of all issues raised. Responsible for identifying customer service issues and resolving them, providing feedback to identify root causes of problems/issues, and eliminating the need for escalation. This is a contact center position.

Mortgage Servicing Support Specialist I ESSENTIAL FUNCTIONS (RESPONSIBILITIES):

* Handles first-level support requests received via email, mail, and/or web, ensuring timely and efficient responses in accordance with service level agreements. This includes privacy notices, payoff, and recast requests.

* Conducts research to determine compliance with the SCRA protection benefits and updates the servicing system accordingly.

* Contacts customers by phone to resolve issues or clarify the nature of their requests.

* Answers calls and emails for Retail, Correspondent, Banking, or other lines of business to deliver knowledgeable and timely assistance to support the overall organization.

* Resolves Servicing questions, issues, and escalations by identifying the root cause, determining the best resolution, implementing corrective actions, and following up to ensure a complete resolution.

* Reviews, processes, and stores documents received via email, secure message, or mail.

* Review and manage buydown and balloon loans, which includes updating the servicing system of record and ensuring letters are sent in compliance with investor guidelines.

* Review and respond to MERS inquiries, which includes email and/or mail.

* Responsible for completing the MERS daily reports and monthly reconciliation in compliance with the MERS membership requirements.

* Documents all internal and external customer interactions in the Servicing systems of record.

* Collaborates with other departments to ensure all aspects of an issue or escalation are fully resolved.

* Identifies process improvements by recognizing gaps in procedures or training and reporting them to Servicing leadership for further evaluation.

* Provides backup phone support for Customer Service as needed.

* Provides backup coverage for Credit Reporting and Closed Assumption tasks, as needed.

* Maintains awareness of potential suspicious activity, including money laundering or fraud, and reports concerns to the BSA department. Ensures all job functions comply with applicable company policies and federal, state, and local regulations, including BSA/AML, OFAC, and GLBA/privacy rules.

* Performs related responsibilities as required or assigned.

Mortgage Servicing Support Specialist I REQUIRED QUALIFICATIONS:

Knowledge/Skills/Abilities
* Basic knowledge of mortgage products, mortgage loan payoff, & servicing policies, procedures, and processes.
* Proficient in MS Office applications. Strong attention to detail, communication, organization, and problem-solving skills.
* Ability to communicate professionally and effectively across a variety of audiences.
* Ability to work in a contact center environment.
* Ability to work in a team environment.
* Exemplifies the Gateway Values: Growth Oriented, Make a Difference, "Get it Done" Attitude, Team Player, Do the Right Thing.

Equivalent Education/Experience
* High School Diploma/GED
* 0 - 2 years of related customer service experience.
* Experience in a contact center environment preferred.
* Mortgage and/or banking experience preferred.
* Bilingual preferred.

Mortgage Servicing Support Specialist I SPECIAL JOB DIMENSIONS:

Work involves spending time responding to customer questions and resolving issues completely to ensure resolution.

NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job fun