Job summary
Manage critical mortgage loan documents while ensuring accuracy, quality, and integrity
Job seniority: entry level
Responsibilities
• Monitor and respond to various queues/queries via email and/or phone• Format reports for document release requests for efficient retrieval• Update database for outgoing documents• Reroute requests to appropriate business unit when necessary• Review system of records and update mortgage loan servicing system• Validate, prepare, and coordinate with Procurement & Supply for off-site storage• Examine records of booked loans and follow up on loans not yet received• Prioritize and forward investor-mandated documentation to Loan Delivery• Accurately index terminal digit mortgage documents in sequential order• Perform pick-up of critical mortgage documents throughout the office• Obtain and prepare documentation for daily status reports• Distribute requested documents to appropriate personnel• Resolve escalated member issues and problems• Participate in requesting original documents from investors• Review and provide copies of mortgage loan-related documents• Enter required information for paid in full mortgage loans• Ensure confidentiality and safeguarding of records• Review scanned mortgage documentation and index the image• Deliver government loans to the appropriate business unit• Research, analyze, and resolve documentation issues• Research and provide expertise for projects and testing• Perform other duties as assigned
Requirements
• Exposure to responding effectively to highly sensitive, complex, and/or urgent requests• Ability to work independently and in a team environment• Ability to work effectively and efficiently with automated systems• Basic written and verbal communication skills• Basic word processing and spreadsheet software skills• Basic research, analytical, and problem-solving skills• Basic organizational, planning, and time management skills• Basic collaboration skills with external and internal contacts• Maintaining accuracy with attention to detail and meeting deadlines• Interacting diplomatically and tactfully with staff, management, vendors, and members
Key Skills Needed
• Exposure to mortgage/equity loan processing, closing, and documentation requirements and regulations• Familiarity with Navy Federal Credit Union (NFCU) policies, procedures, products, and services• Familiarity with common file classification conventions• Customer service experience in a call center, retail banking, or financial institution• Ability to obtain notary public license• Associate degree or higher in Business Administration, Records and Archive Management, or equivalent
