Residential Loan Servicer III

Job Summary Overview

The position is responsible for ensuring all residential servicing duties are completed in a timely manner and member service is held at a high standard for the life of the loan.   

Essential Job Functions

• Shows proficiency at all Level I and II tasks.
• Supports Level 1 and Level 2 activities as needed.
• Cross trains to handle all Level I tasks for the Commercial Servicing department.
• Responsible for the timely and accurate boarding and servicing of mortgage loans including annual escrow analysis and all related rules and regulations.
• Responds to any borrower escalations regarding servicing activities.
• Serves as a Subject Matter Expert (SME) for the Residential Servicing Processes construction loan draws and credit line advances.
• Leads and administers updating processes and procedures that streamline and create operational efficiencies within Residential Servicing.
• Participates on project teams and assists with any system changes or testing efforts.
• Conducts at minimum 1 one on one coaching/development meetings per month with Residential Level I and II staff members.
• Responsible for compliance with HMDA.
• Develops and implements remediation plans based on post-closing audits.
• Ensures timely completion of audits for FASB, Flood, Deed of Trust, Notes, Interest Reserves, Rate Adjustments, HMDA, 1098, etc.
• Assists in completing research and drafting audit responses for quality control/compliance audit findings.
• Analyzes and delivers reports to serve the residential lending division’s operational purposes.
• Assists with all requirements for rate adjustments to all ARM loans, including post-adjustment audits.  
• Does final review of loan package after funding. Ensures lien registration and MERS tracking. 
• Ensures accuracy in HMDA data collection, audits, and reporting requirements.
• Answers complex and escalated questions from members and internal inquiries regarding the mortgage and loan documents, balance owing, payment breakdown and other basic matters pertaining to loans.
• Processes member service requests such as loan payment posting, setting up automatic payments, statement requests, general research and correspondence. 
• Responsible for the collection, processing, and safekeeping of final trailing mortgage documents and sends to investors and ensures mortgage loans can be pledge for collateral.  
• Provides superior service to members (Internal and External) via the department ACD line, Temenos workflows and email.
• Performs other clerical duties related to loan servicing including but not limited to tickler maintenance, trailing documents follow-up, Synergy scanning, Reporting, GL Balancing, and Call-backs.
• Maintains required records such as original executed Deed of Trust, Note, and final title policy. 
• Processes payoff requests. Provides support for the collection and processing of documents for flood, insurance, taxes and private mortgage insurance.  
• Ensures the proper tracking, forced placement, and refunding for flood insurance premiums and policies on Home Equity loans, HELOCs, and portfolio loans where applicable, and maintains related loan account records. 
• Prepares and processes loan payoffs and lien releases for mortgage and Home Equity loans.
• Adheres to quality standards for consistent, high-quality service.
• Provides support to other functions within the department.
• Performs other job-related duties as assigned.

Position Required Qualifications

Minimum Education and Experience

Associate’s degree and five – seven (5-7) years of experience in mortgage servicing, five years of experience working at Arizona Financial, or two (2) years of experience in Arizona Financial Commercial or Residential Loan Servicing or any equivalent of education and experience. Expertise in boarding, packaging, and selling mortgage loans to investors, managing escrow accounts, and analyzing mortgage loans. 

Knowledge, Skills, and Abilities

Complete and active knowledge of Home Mortgage Disclosure Act (HMDA) collection and reporting requirements, as well as a strong understanding of legal and regulatory requirements applicable to mortgage/equity lending, including Real Estate Settlement Procedures Act (RESPA) and TILA-RESPA Integrated Disclosure (TRID). Excellent computer skills and proficiency in standard Windows software applications, with the ability to type at least 45 words per minute and perform 10-key accurately. Exceptional communication skills, both written and verbal, with the ability to read, write, speak, and use proper grammar in English, interpret and analyze written reports, instructions, correspondence, and procedure manuals. Ability to speak effectively to vendors and system owners regarding projects and organizational initiatives. Strong analytical skills, including the ability to calculate rates, ratios, and percentages and make decisions based on training, common sense understanding, and guidelines. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and apply common sense understanding when dealing with problems involving variables in standardized situations. Strong understanding of financial products and services and the ability to work collaboratively in a team environment. Proven track record of achieving targets and goals, as well as exceptional communication, analytical, and problem-solving skills. Demonstrated commitment to providing exceptional service and building long-term relationships with members, while maintaining the highest levels of professionalism and integrity.

Licenses, Training, and Certifications Required

None.

Preferred Qualifications

None.

Hybrid Work Environment and Physical Demands

• Occasionally required to reach with hands and arms. 
• Regularly required to stand or sit; use hands to finger keys accurately when using calculator machines or computer keyboards. 
• Occasionally lift and/or move up to 25 pounds. 
• Specific vision abilities required by this job include close vision, distant vision, and peripheral vision. 
• The noise level in the work environment is quiet. 

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.