Escrow Analysis Specialist - Tier I

US-GA-Kennesaw
3 weeks ago
ID
2017-4613
# of Openings
1
Category
Corporate - Servicing
Division
Corporate

Overview

About HomeBridge Financial Services

HomeBridge Financial Services, Inc. is one of the nation’s largest privately held, non-bank lenders. We specialize in facilitating and securing home mortgage financial solutions through our retail and wholesale channels. More information on HomeBridge can be found online at www.HomeBridgeInc.com.

 

Customer Service Commitment

Represents the company in a professional and enthusiastic manner: by providing an exceptional level of customer service, supporting the mission/vison statements, and adhering to our core values in all functions of their job responsibilities and interaction with referral partners, customers, and clients.

Responsibilities

Scope/Purpose of the Position

Perform annually required analysis, research and respond to escrow waiver requests and out of cycle escrow analysis requests. Responds to customer inquiries escrow analysis questions. Research escrow deficiencies.

 

  Key Responsibilities and Essential Functions

  • Accurately research and respond to written and electronic customer correspondence for escrow analysis within regulatory guidelines and specified service level agreements (SLAs), with a focus on delivering excellent customer service and providing resolution at the first point of contact.
  • Monitor and complete task tracking and other escrow analysis research related reports within compliance of established SLA’s.
  • Review trial and final escrow analysis reports to determine accuracy of the analysis; provide explanations to borrowers.
  • Complete system maintenance per request for payments adjustments from changes to the escrow account.
  • Complete system maintenance per request for payments adjustments from changes to the escrow account.
  • Answer customer telephone inquiries professionally and courteously, demonstrating effective listening skills in providing information and/or resolution.   

Work Experience and Knowledge, Skills and Abilities

  • Meets department requirements for quality, productivity.
  • Working knowledge of FNMA, FHLMC, GNMA, USDA, FHA & VA servicing guidelines that affect escrow analysis.
  • Excellent verbal and written communication skills in English
  • Highly refined ability to analyse and solve a ‘problem-on-the spot’
  • Ability to understand and apply sound business math skills
  • Proven prior ability to plan, organize, work activities in a multi-tasking staff environment
  • Ability to effectively operate the escrow analysis component of servicing system(s)
  • Overall knowledge of all servicing functions
  • Ability to receive phone calls with or without reasonable accommodation
  • Overall knowledge in e-mail management, Word, Excel; other software application knowledge a plus
  • Does not require physical effort
  • Considerable concentration and high level of attention to detail
  • Subject to stress caused by changing priorities, tight deadlines, high volume on customer inquiries and significant workload from time to time
  • Ability to work early or later work hours segments
  • Reports to work on a daily and timely basis.

Minimum Qualifications

  • High School Diploma or equivalent
  • Three (3) years direct customer service management experience in first mortgage loan servicing

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