At FNBO, our employees are the heart of our story-and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.
Our Modern, Flexible Workplace:
We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!
It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.
Summary of the Job:
Responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. Accurately process daily maintenance and/or requests for Mortgage Loan Operations. Work collaboratively with teammates to balance workloads and meet daily deadlines.
About This Role:
Job Specific Responsibilities/Accountabilities:
1. Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan onboarding & payoff processing.
2. Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.
3. Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.
4. Maintain customer confidentiality and confidence while performing servicing functions and conversations.
5. Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.
6. Meet deadlines with an appropriate sense of urgency.
7. Identify and communicate servicing issues and trends.
8. Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems.
9. Track work volume related to your specific job duties on an ongoing basis.
10. Cross train for coverage of additional roles within the Mortgage Servicing Team.
The Ideal Candidate for This Role:
Minimum Qualifications:
1. HS Diploma or GED
2. Working knowledge of MS Office products, Outlook and Excel etc.
3. Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.
Key Skills:
1. Demonstrate empathetic phone etiquette and ability to walk in the customer's shoes when faced with difficult situations to create positive outcomes.
2. Clear oral and written communication skills.2. Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.
3. Ability to work independently in diverse fast-paced environment while meeting service level expectations and regulatory requirements.
4. Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.
5. Detail oriented with an understanding of basic balancing
Physical Demands:
Occasional light lifting needed for payoff file boxes approx. 25 lbs.
Equity, Diversity, & Inclusion:
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
See the full
FNBO Equity, Diversity, & Inclusion Statement
here
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
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