Job Description

Job Title: Mortgage Servicing Response Specialist

Location: Hybrid - Vienna, VA

Experience Level: 1-5 Years

Work Hours: Monday-Friday, 9:00 AM - 5:30 PM

Description

Coordinate the implementation of automated letters into production for use by business partners.

Level I: Work under moderate supervision and perform basic/routine research/review.

Responsibilities

Monitor RightNow eMessage system while maintaining a strict 24-hour turnaround time; conduct independent research in multiple business areas.

Compose correspondence to member inquiries, ranging from basic to complex, regarding the servicing of mortgages.

Analyze, research, and compose responses to Qualified Written Requests, Servicing File and Regulation X: Notice of Error, or Information Request letters within the required timeframe set forth by RESPA/CFPB regulations and guidelines.

Collaborate with Compliance, Collateral Risk, Mortgage Default, and/or the Office of General Counsel as appropriate.

Ensure responses to members are factually and grammatically accurate, concise, thorough, and in accordance with credit union style while adhering to RESPA/CFPB.

Research, review, and coordinate escalated concerns from members, regulators, attorneys, or governing bodies.

Manage the Concerns Database, ensuring timely response from business units to formulate the appropriate response to the inquiry/request to maintain compliance with regulated deadlines--Basic.

Formulate and present proposed resolution and response to management.

Manage the Correspondence Quality Assurance Review (CQAR) Database for the implementation or revision of new or existing letters for use by Mortgage Servicing.

Coordinate with Corporate Correspondence, Compliance, Management, and Mortgage and Equity Servicing Support.

Participate in continually evaluating procedures and recommend enhancements to attain maximum efficiency and compliance for processes.

Provide support for action items on projects and audits.

Perform other duties as assigned.

Qualifications

Ability to work effectively and efficiently with automated systems.

Exposure to member/customer service operations to include understanding of effective member/customer service philosophy.

Exposure to responding effectively to highly sensitive, complex, and/or urgent member/customer requests.

Familiarity with applicable NCUA and federal regulations governing consumer lending and/or credit cards, mortgage and equity loans, savings, and checking accounts.

Experience in managing multiple priorities independently and/or in a team environment to achieve goals.

Desired: Familiarity with Mortgage and Equity Servicing Support.

Desired: Familiarity with credit union policies, procedures, products, and services.

Desired: Working knowledge of the credit union's functions, philosophy, operations, and organizational objectives.

Desired: Knowledge of systems and software used at the credit union.

Desired: Working knowledge of state and federal laws; industry regulations, principles, and practices; and company policies that govern the business unit's products/services.

Basic skill in resolving member/customer problems.

Effective skill in collaborating with various external and internal technical and/or functional contacts.

Basic organizational, planning, and time management skills.

Basic research, analytical, and problem-solving skills.

Basic skill: exercising initiative and using good judgment to make sound decisions.

Basic skill in following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations.

Basic skill in performing mathematical calculations and working accurately with numbers.

Basic skill in maintaining accuracy with attention to detail and meeting deadlines.

Basic verbal and written communication skills.

Basic word processing and spreadsheet software skills.

Basic database and presentation software skills.

Job Type: Full-time

Pay: $42,703.67 - $45,040.98 per year

Work Location: In person