Glacier Ban
Corporate Mortgage Loan Servicing Representative
Glacier Ban, Reno, Nevada, United States, 89550
Job Overview
Provide customer service regarding Mortgage Loans for the Company. Effectively navigate loan processes and documentation to address customer concerns regarding loan terms or other requirements to remain in good standing with the institution. Maintain excellent knowledge of banking regulations and institutional policies and procedures. Navigate the institution's database quickly and efficiently to find answers to customer questions. Complete a broad range of operational duties within assigned area(s) and ensure timely completion and compliance with internal standards and external regulations. Also carry out the duties relevant to the maintenance of all loan records after closing of a mortgage loan. Assigned area(s) may include default support, specialized activities in support of ARMs, tax and insurance, research, payoffs, centralized processing unit (CPU), and/or various areas of payment servicing. In-depth dialogues with customers, direct and indirect reports and outside vendors can be sensitive and/or highly confidential. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
The entry rate for this position is $18.82+ per hour (calculated for Kalispell, MT). WA Applicants ONLY: Spokane, WA range $21.01 to $31.53 an hour; Wenatchee, WA $21.31 to $31.97 an hour. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.
Responsibilities
Customer Service – Answer basic and in‑depth questions from customers and internal inquiries regarding mortgage and loan documents, balance owing, escrow status, escrow analysis, payment breakdown and other basic matters pertaining to loans. Document borrower interactions and accurately capture data using company loan processing systems. Prepare correspondence and documents and perform other clerical duties related to loan servicing. Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting them with questions and complaints concerning all aspects of servicing functions, notifying them of information required related to the servicing of the loan, and providing information related to other services.
Payoff & Release Administration – Perform all activities related to the payoff of a mortgage loan, including calculating and providing payoff statements to borrowers and third parties, verifying the accuracy of funds received and processing payoff funds, completing satisfactions on paid‑in‑full loans and requests for partial release of property.
Loan File Maintenance – Monitor exception reports, investigate and resolve cases. Review automated system information to ensure accuracy of data entered, process AFTs/ACHS, Interest Rate Adjustments, payments, payoffs, escrow accounts, process modifications and forbearance agreements and miscellaneous loan file maintenance as required, and follow up on final documents that are pending.
Cross‑train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high volume times or vacations. These tasks include escrow administration (distributions, tax, flood, hazard & PMI), Freddie Mac Servicing, insurance tracking, loss mitigation (past‑due loans, successor in interest & bankruptcies), credit reporting, filing and scanning documentation, change in terms/modifications, loan audits/reviews (internal & external), acquisitions and other special projects.
Comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.
Qualifications Education
Required: High School Diploma / GED
Experience
Required: 3 years work experience in a direct customer service role.
Required: 1 year administrative experience in an office environment.
Preferred: Beginner experience with Word, Excel, Adobe, PowerPoint, Internet Explorer / Google Chrome, and Email.
Preferred: Loan servicing, consumer financial, or related experience.
Preferred: Experience working with a loan platform software such as Jack Henry, Black Night, Fiserve, etc.
Required Skills and Abilities
Trustworthy and possess a significant level of credibility, discretion, and diplomacy.
Calmly and professionally interact with a variety of people from diverse backgrounds at various levels within and outside the organization.
Team player with a passion for customer service and proven ability to build rapport and work effectively with employees at all levels.
Able to take initiative and make decisions based on regulations, company policies, knowledge and experience with minimal supervision.
Adapt to change through time management, analytical, and problem‑solving skills.
Serve as a backup for other staff members in a mutually supportive team work environment.
Capable of regular, reliable, and timely attendance.
Additional Requirements
Travel: Occasional travel required (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation; able to lodge in public facilities.
Working Conditions – Environment: Indoors, a climate‑controlled shared work area. Noise Level: Minimal noise. Lifting: Sedentary work; exerting up to 10 pounds of force occasionally. Vision: Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials. Physical Activities: Balancing, climbing, crawling, crouching, feeling, fingering (daily), grasping, kneeling, lifting (occasional), pushing (occasional), pulling (occasional), repetitive motion (daily), stooping (infrequent).
Compensation & Benefits Starting salary may vary based on geographic location and experience. We offer an extensive benefits package that includes medical, dental, vision, and life insurance; health savings account option; Employee Assistance Program; health rewards program; 401(k) and profit‑sharing plans; short‑term and long‑term disability benefits; education and training benefits; and discounts on banking products and services. A generous Paid Time Off (PTO) plan and paid holidays are available. PTO accruals begin at .0745 per hour worked for part‑time employees and up to a maximum accrual of 240 hours per year for certain full‑time employees. Most full‑time employees also receive six paid holidays; part‑time employees receive pro‑rated paid holidays. Employees in Utah and Nevada may be eligible for pay for certain state‑recognized holidays.
Equal Opportunity Employer Statement We are an Equal Opportunity Employer and qualified applicants, or employees, will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.
Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.
Other Information No Recruiters or unsolicited agency referrals please.
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The entry rate for this position is $18.82+ per hour (calculated for Kalispell, MT). WA Applicants ONLY: Spokane, WA range $21.01 to $31.53 an hour; Wenatchee, WA $21.31 to $31.97 an hour. All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.
Responsibilities
Customer Service – Answer basic and in‑depth questions from customers and internal inquiries regarding mortgage and loan documents, balance owing, escrow status, escrow analysis, payment breakdown and other basic matters pertaining to loans. Document borrower interactions and accurately capture data using company loan processing systems. Prepare correspondence and documents and perform other clerical duties related to loan servicing. Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting them with questions and complaints concerning all aspects of servicing functions, notifying them of information required related to the servicing of the loan, and providing information related to other services.
Payoff & Release Administration – Perform all activities related to the payoff of a mortgage loan, including calculating and providing payoff statements to borrowers and third parties, verifying the accuracy of funds received and processing payoff funds, completing satisfactions on paid‑in‑full loans and requests for partial release of property.
Loan File Maintenance – Monitor exception reports, investigate and resolve cases. Review automated system information to ensure accuracy of data entered, process AFTs/ACHS, Interest Rate Adjustments, payments, payoffs, escrow accounts, process modifications and forbearance agreements and miscellaneous loan file maintenance as required, and follow up on final documents that are pending.
Cross‑train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high volume times or vacations. These tasks include escrow administration (distributions, tax, flood, hazard & PMI), Freddie Mac Servicing, insurance tracking, loss mitigation (past‑due loans, successor in interest & bankruptcies), credit reporting, filing and scanning documentation, change in terms/modifications, loan audits/reviews (internal & external), acquisitions and other special projects.
Comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.
Qualifications Education
Required: High School Diploma / GED
Experience
Required: 3 years work experience in a direct customer service role.
Required: 1 year administrative experience in an office environment.
Preferred: Beginner experience with Word, Excel, Adobe, PowerPoint, Internet Explorer / Google Chrome, and Email.
Preferred: Loan servicing, consumer financial, or related experience.
Preferred: Experience working with a loan platform software such as Jack Henry, Black Night, Fiserve, etc.
Required Skills and Abilities
Trustworthy and possess a significant level of credibility, discretion, and diplomacy.
Calmly and professionally interact with a variety of people from diverse backgrounds at various levels within and outside the organization.
Team player with a passion for customer service and proven ability to build rapport and work effectively with employees at all levels.
Able to take initiative and make decisions based on regulations, company policies, knowledge and experience with minimal supervision.
Adapt to change through time management, analytical, and problem‑solving skills.
Serve as a backup for other staff members in a mutually supportive team work environment.
Capable of regular, reliable, and timely attendance.
Additional Requirements
Travel: Occasional travel required (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation; able to lodge in public facilities.
Working Conditions – Environment: Indoors, a climate‑controlled shared work area. Noise Level: Minimal noise. Lifting: Sedentary work; exerting up to 10 pounds of force occasionally. Vision: Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials. Physical Activities: Balancing, climbing, crawling, crouching, feeling, fingering (daily), grasping, kneeling, lifting (occasional), pushing (occasional), pulling (occasional), repetitive motion (daily), stooping (infrequent).
Compensation & Benefits Starting salary may vary based on geographic location and experience. We offer an extensive benefits package that includes medical, dental, vision, and life insurance; health savings account option; Employee Assistance Program; health rewards program; 401(k) and profit‑sharing plans; short‑term and long‑term disability benefits; education and training benefits; and discounts on banking products and services. A generous Paid Time Off (PTO) plan and paid holidays are available. PTO accruals begin at .0745 per hour worked for part‑time employees and up to a maximum accrual of 240 hours per year for certain full‑time employees. Most full‑time employees also receive six paid holidays; part‑time employees receive pro‑rated paid holidays. Employees in Utah and Nevada may be eligible for pay for certain state‑recognized holidays.
Equal Opportunity Employer Statement We are an Equal Opportunity Employer and qualified applicants, or employees, will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.
Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.
Other Information No Recruiters or unsolicited agency referrals please.
#J-18808-Ljbffr