Mortgage Servicing Specialist II

About the role

More than 135 years ago, we started with core values that never go out of style: listen, learn and help businesses and individuals reach their goals. These core values shape our culture, and we were recently Great Place to Work Certified because of our outstanding workplace culture and employee experience. As well, our financial strength and stability are key reasons Forbes named us one of the Best 100 Banks in America for the tenth consecutive year.

With more than $18 billion in assets and 150 branch locations throughout Washington, Oregon, Idaho, and California, we understand our role in the economy and take that responsibility seriously. In addition to offering a source of capital to personal banking clients and businesses of all sizes, we place a high importance on employee volunteerism and donate millions of dollars each year to community organizations.

Essential Functions

• Perform a broad range of loan servicing activities, including transaction processing, account maintenance, and resolution of moderately complex or non-routine issues in accordance with established procedures.
• Respond to internal and external customer inquiries related to loan servicing, including account activity, escrow analysis, ARM changes, payoffs, and delinquency; may handle more complex or escalated inquiries.
• Monitor loan payment activity, suspense balances, and system reports to identify discrepancies, research issues, and take corrective action.
• Audit, post, and reconcile funds related to investor-serviced or purchased loans, ensuring timely and accurate remittance, fee processing, and compliance with investor requirements.
• Maintain and update loan system data, including tax, insurance, and other servicing codes, and audit loan records to ensure accuracy and completeness.
• Prepare reports and support tracking and analysis of loan portfolios, including loans serviced by third parties, to meet operational and investor reporting requirements.
• May perform collection and loss mitigation activities, including contacting customers regarding delinquent accounts, evaluating financial information, discussing repayment or assistance options, and monitoring bankruptcy accounts.
• Prepare reports and support tracking and analysis and collaborate as needed across servicing functions.
• Support audit, compliance, and examination activities and ensure adherence to policies, procedures, security requirements, investor guidelines, and applicable regulations.

Education & Experience

• High School Diploma/G.E.D.
• 2 or more years experience in mortgage servicing, loan operations, construction lending, or related financial services activities.

Skills & Knowledge

• Working knowledge of mortgage servicing processes, systems, and operations, including transactions, account maintenance, and specialized servicing functions such as loss mitigation.
• Working knowledge of regulatory and investor requirements, including those impacting customer servicing and loss mitigation activities.
• Ability to identify and assess risks related to servicing activities, including delinquency or account issues, and apply judgment in resolving routine situations.
• Ability to use systems and reporting to identify discrepancies and support issue resolution.
• Ability to communicate effectively with customers and internal partners, including handling more complex servicing inquiries.
• Ability to collaborate effectively with internal partners to resolve issues and support servicing activities.
• Ability to manage multiple priorities and adapt to changing demands within servicing operations

Physical Demands

Be capable of lifting and moving objects up to 25 pounds.

Compensation & Benefits

• Targeted starting salary range (based on experience): $19.99-$27.05/hr
• Incentive potential
• Comprehensive employee benefits, including medical, dental, vision, LTD, STD, and life insurance
• Paid vacation time, sick time, and 11 company-paid holidays
• 401k with up to 4% company match
• Tuition reimbursement

Employee Benefits | Banner Bank

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