Glacier Bancorp, Inc.
Corporate Mortgage Loan Servicing Representative
Glacier Bancorp, Inc., Spokane, Washington, United States, 99254
Overview
About The Role Summary: Provide customer service regarding Mortgage Loans for the Company. Effectively navigate loan processes and documentation to address a multitude of customer concerns regarding terms of loans or other requirements to remain in good standing with the institution. Maintain knowledge of banking regulations and institutional policies and procedures. Navigate the institution's database 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 perform duties related 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. Interactions with customers, direct and indirect reports and outside vendors can be sensitive and confidential. This is a Corporate position and can be located in Coeur d\'Alene, ID, Wallace, ID, Sandpoint, ID, Newport, WA or Spokane, WA. The mid rate for this position is $21.95+/hour (calculated for Coeur d\'Alene, ID). All compensation offers are analyzed individually and consider geographic location, years of experience, and educational background.
Duties and Responsibilities
Customer Service – Answers 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.
Documents borrower interactions and accurately capture data using company loan processing systems.
Prepares correspondence and documents and performs other clerical duties related to loan servicing.
Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting with questions and complaints, notifying of information required related to servicing, and providing information related to other services.
Payoff & Release Administration – Perform activities related to payoff of a mortgage loan, including calculating and providing payoff statements, verifying funds received, 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 for data accuracy, process AFTs/ACHs, interest rate adjustments, payments, payoffs, escrow accounts, modifications, forbearance agreements, and related loan file maintenance; follow up on final documents.
Cross train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high-volume periods or vacations (escrow administration, Freddie Mac servicing, insurance tracking, loss mitigation, credit reporting, filing/scanning, changes in terms/modifications, audits, acquisitions, and other special projects).
Compliance – Must comply with applicable laws and regulations, including Bank Secrecy Act, Patriot Act, Office of Foreign Assets Control, and all company policies.
Qualifications Education
Required: High School Diploma / GED
Experience
Required: 3 years of work experience in a direct customer service role.
Required: 1 year of administrative experience in an office environment.
Required: Beginner experience with Word, Excel, Adobe, PowerPoint, Internet Explorer/Google Chrome, and Email.
Preferred: Loan servicing, consumer financial, or related experience.
Preferred: Experience with loan platform software (e.g., Jack Henry, Black Knight, Fiserv, etc.).
Skills and Abilities
Employee must be trustworthy with credibility, discretion, and diplomacy.
Ability to interact calmly and professionally with a variety of people from diverse backgrounds at all levels.
Team player with a passion for customer service and the ability to build rapport across the organization.
Ability to take initiative and make decisions based on regulations, policies, and experience with minimal supervision.
Adaptability to changing priorities, demands, and timelines using time management, analytical, and problem-solving skills.
Ability to serve as a backup for other staff in a collaborative team environment.
Regular, reliable, and timely attendance.
Additional Requirements
Travel: Occasional travel ( Working Conditions: Indoor, climate-controlled shared work area. Minimal noise.
Physical/Environmental: Sedentary work; ability to sit for long periods; occasional lifting up to 10 pounds; close visual acuity for reading screens and documents.
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Duties and Responsibilities
Customer Service – Answers 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.
Documents borrower interactions and accurately capture data using company loan processing systems.
Prepares correspondence and documents and performs other clerical duties related to loan servicing.
Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting with questions and complaints, notifying of information required related to servicing, and providing information related to other services.
Payoff & Release Administration – Perform activities related to payoff of a mortgage loan, including calculating and providing payoff statements, verifying funds received, 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 for data accuracy, process AFTs/ACHs, interest rate adjustments, payments, payoffs, escrow accounts, modifications, forbearance agreements, and related loan file maintenance; follow up on final documents.
Cross train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high-volume periods or vacations (escrow administration, Freddie Mac servicing, insurance tracking, loss mitigation, credit reporting, filing/scanning, changes in terms/modifications, audits, acquisitions, and other special projects).
Compliance – Must comply with applicable laws and regulations, including Bank Secrecy Act, Patriot Act, Office of Foreign Assets Control, and all company policies.
Qualifications Education
Required: High School Diploma / GED
Experience
Required: 3 years of work experience in a direct customer service role.
Required: 1 year of administrative experience in an office environment.
Required: Beginner experience with Word, Excel, Adobe, PowerPoint, Internet Explorer/Google Chrome, and Email.
Preferred: Loan servicing, consumer financial, or related experience.
Preferred: Experience with loan platform software (e.g., Jack Henry, Black Knight, Fiserv, etc.).
Skills and Abilities
Employee must be trustworthy with credibility, discretion, and diplomacy.
Ability to interact calmly and professionally with a variety of people from diverse backgrounds at all levels.
Team player with a passion for customer service and the ability to build rapport across the organization.
Ability to take initiative and make decisions based on regulations, policies, and experience with minimal supervision.
Adaptability to changing priorities, demands, and timelines using time management, analytical, and problem-solving skills.
Ability to serve as a backup for other staff in a collaborative team environment.
Regular, reliable, and timely attendance.
Additional Requirements
Travel: Occasional travel ( Working Conditions: Indoor, climate-controlled shared work area. Minimal noise.
Physical/Environmental: Sedentary work; ability to sit for long periods; occasional lifting up to 10 pounds; close visual acuity for reading screens and documents.
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