Loan Administrator

Top Skills' Details

• 2-5 years of relevant experience in a mortgage, banking, of financial services environment
• 3-5 years of customer service experience
• Default management lifecycle
• Loss mitigation
• Loan processing/ loan servicing
• Comfortable with data analytics

Servicer Outreach Delinquency Reporting. This would include providing guidance and education on Mortgage Partnership Finance (MPF) requirements specific to reporting for all products

• Servicer Outreach to ensure alignment with Mortgage Partnership Finance (MPF) and CFPB requirements regarding the Delinquency Management life cycle. This would include early and late stage delinquency oversight
• Able to perform review of large data sets and analyze data to ascertain both positive and negative trends
• In depth knowledge of Microsoft Access. This would include the ability to create and run queries with large datasets as needed
• Provide support to Default Management department with adhoc reporting requests where needed
• Required to summarize outreach efforts into a comprehensive and cohesive reporting format that is easy to follow
• Review datasets to uncover trends and insights that will inform and enhance strategic outreach efforts and Servicer performance
• Required to complete monthly reporting activities to support MPF Default and Home Loan Bank business partners
• Review of Assumptions, Release of Liability and Partial Releases for both MPF and other Investors
• Charged with the resolution of issues appropriate to the position's level of expertise
• Will be expected to escalate issues/inquiries outside of the position level of expertise to appropriate Investor. This could include escalation to Investor for exception approval
• Complete and perform research to resolve complex inquires and or escalations from end Investors and Servicers (Participating Financial Institution)
• Manage Investor and Servicer (Participating Financial Institution) inquires via the Service Now application. This would include managing calls utilizing the Microsoft Teams application. This includes: providing premier customer service, minimizing hold/wait times, coordinating with other team members to ensure coverage needs are met, attempting to resolve customer inquiries with one call resolution, managing escalations timely and efficiently and comprehensive documentation to account for call resolution details
• Cross-train and develop skills in other areas of Mortgage Partnership Finance Operations. Leverage knowledge obtained to gain a holistic view of the Mortgage Partnership Finance (MPF) to better support both internal and external customers
• Manage adhoc projects as needed specific to Mortgage Partnership Finance Operations (MPF) and other duties as assigned