Servicing Research & Response Specialist


FlagStar Bank

2020-10-12 20:19:28

Job location Troy, Michigan, United States

Job type: fulltime

Job industry: Banking & Financial Services

Job description

The Servicing Research Specialist is responsible for researching and resolving inquiries from customers and internal departments on mortgage loan transactions. This position will review the request that could be submitted through mail, email or phone inquiry, input the request into a tracking system for prioritization, research the issue through the mortgage loan systems and present the resolution to the customer, all within established timelines. This position will be responsible for communicating clearly to the customer in writing the resolution of the issue in order to satisfy the customer. Will also collaborate with internal departments on resolving issues and will identify opportunities for improving the day to day processes of the unit.

85% of time: Researching transactions and inquiries from internal and external customers:

  • Daily review of assigned tasks and ensure completion within defined timeframe
  • Work with internal and external customers to resolve their issues quickly, ensuring a high degree of responsiveness, accuracy, and accountability
  • Provide updates to internal and external customers, as needed
  • Stays abreast of processes effecting all servicing areas (escrow, taxes, insurance, special loans)
  • Responds to internal requests for research, ensuring that the proper expectations for resolution are provided
  • Provide resolution and response to customer inquiries, including general correspondence, qualified written requests, notice of errors, requests for information
  • Ensure research activities are performed in compliance with all processes and procedures
  • Ensure processes and procedures are updated and properly documented

15% of time: Communication and Development

  • Establish cross-functional relationships with other departments and management to ensure proper understanding of processes and procedures
  • Maintain communication with functional team members to ensure issues are resolved consistently and within established guidelines
  • Recommend and document opportunities for process improvement and new procedures
  • Perform other duties as assigned

Job Requirements:

  • HS Diploma, GED or Foreign Equivalent required

  • Bachelor's Degree or 5 years of comparable work experience required

  • Specialized Training: Customer Service and Business Writing Training

  • 5+ years of comparable work experience in Mortgage Servicing and/or Origination

  • Ability to demonstrate proficiency use of MSP Online Letter Writer and Director
  • Strong verbal and written communication skills
  • Strong attention to detail
  • Basic knowledge of the mortgage servicing industry
  • Proficiency in Word
  • Proven ability to solve problems and provide solutions to issues
  • Proven success collaborating with others
  • Ability to work with a sense of urgency
  • Minimal travel

Internal Use Only: Band J-hrly

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