Loan Control Specialist I, Consolidated Loan Operations (Federal Way, WA)

About the position

The Loan Control Specialist I is an entry level position responsible for handling a variety of functions and tasks regarding consumer and mortgage loans. Functions performed may include, but are not limited to, document requests, reconveyance processing, manual loan boarding, research and response to correspondence and email requests, HELOC's, loan modifications, service release, reamortizations, SCRA, adjustable rate mortgages, billing statement inquiries and loan audits. This position will respond to calls and inquiries (written and email) and provide coverage to other departments as needed. In all interactions the Specialist must provide accurate and timely information with excellent customer service for both internal and external customers, adhering to procedures and applicable regulations and requirements. They are responsible for providing an outstanding customer service experience for loan customers, third party requestors and internal HomeStreet staff.

Responsibilities

• Follow established procedures in authenticating customers and ensure customer confidentiality.
• Answer telephone inquiries, correspondence, tasks and emails in a professional and friendly manner and ensure that issues are resolved both promptly and thoroughly.
• Provide excellent customer service to internal and external customers and business partners to ensure timely resolution and thorough responses to issues.
• Ensure all transactions are processed in accordance with Bank, investor and regulatory guidelines.
• Work closely with internal and external customers for the timely and accurate updating of loan and borrower information.
• Perform a variety of processing which may include document requests, reconveyances/title releases, HELOC's, loan boarding, reamortizations, SCRA, service release, modifications, loan audits and miscellaneous loan research, ensuring work is processed on time and accurately.
• Maintain and document a clear audit trail on all transactions.
• Adhere to department procedures and participate in maintaining procedures to current processing guidelines.
• Meet or exceed all processing deadlines and timeframes and work with a sense of urgency to complete tasks.
• Perform research on accounts as needed, contacting internal or external business partners to obtain information/documentation to assist with research and resolution of Loan Servicing issues.
• Resolve escalated issues or escalate to the appropriate resource as needed following department procedures and protocol.
• Assist with audit documentation or department requests as needed.
• Respond to and provide information to customers (internal and external) on a wide variety of loan servicing topics.
• Update the loan servicing system with accurate and thorough processing notes when applicable.
• Maintain a balance between company policy and customer benefit in decision making.
• Promptly prepare and image documents and miscellaneous items.
• Participate in department projects to include procedures, cross training, testing and other duties as assigned.
• Work within team and department to adapt to changes within the workflow and industry.
• Provide coverage to other areas as needed.
• May participate in projects as assigned by the supervisor.
• Cross train in other areas of the department and Loan Servicing.

Requirements

• A minimum of one year Loan Servicing experience preferred.
• High School degree required.
• Proficient in Microsoft Word, Outlook and Excel.
• Demonstrated data entry skills of 40-50 WPM.
• Black Knight Financial Services MSP Servicing system experience preferred.
• Mortgage and consumer loan experience preferred.
• Excellent customer service skills.
• High accuracy level in completing responsibilities with strong attention to detail, documentation, problem solving, and strong organizational skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to adhere to strict servicing guidelines and follow compliance, investor and regulatory requirements.
• Ability to research and resolve loan issues and recommend solutions.
• Bi-lingual proficiency (Spanish) preferred.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Regular and punctual attendance.
• Be a self-starter; possess a strong work ethic and team player mentality.
• Strong ability, desire and enjoyment in working with other employees and customers in a cooperative and friendly spirit.
• Able to learn quickly and work within deadlines. Ability to multi-task and prioritize work load.
• Possess good judgment, ability to accept responsibility and handle confidential information.
• Ability to accept and facilitate change, whether indicated by corporate needs, market or regulatory requirements.

Benefits

• Medical, dental, and vision coverage for employees and their families
• Life, disability and family Leave
• 401(k) and Roth 401(k) with employer match
• Wellness program, employee assistance program, 'Commute Trip Reduction' (CTR) and various employee discounts
• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
• Free employee checking account and employee home loan discounts