Respond to, research and resolve escalated inquiries and complaints requiring special handling that have been forwarded by management, agencies and senior business leaders.
Determine appropriate course of action, conducting investigative steps to fully identify the issues, researching compliance information, terms, conditions, creating correspondence as needed, processing complex and/or corrective transactions(monetary and non-monetary actions).
Communicate with customers, executives, agencies, regulators and vendors to ensure resolution/negotiation of sensitive and time-critical matters.
Serve as an intermediary to resolve disputed matters, negotiate and end enact settlements.
Recommend standards, policies and or procedures to correct deficiencies.
Ensure identified risks and problems are clearly documented.
Similar authority as first tier supervisors to make decisions, refers recommendations exceeding authority levels unable to meet resolution to management for review. Project work to identify/implement process improvements, performance of ongoing reviews as needed.Review files individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and government regulations to perform remediation activities.
Performed routine to moderately complex investor loan portfolio management activities related to reconciliation and loan maintenance in accordance with established procedures and investor guidelines/requirements.
Prepared and submitted investor reports and data files for remittance.
Logged, categorized and provided reporting for remittance project which impacted tens of thousands customer mortgage accounts.
Collaborated with business partners to ensure all loan servicing activities on assigned loans and portfolios comply with department and investor guidelines.
Independently worked as check print operator to log check stock used, monitor print process, organize check batches for pick-up and delivery, and provide production reports while maintaining regular reconciliation duties.
Served as the single point of contact to borrowers and agencies whose loans are delinquent or at high rish for delinquency.
Developed comprehensive knowledge of the loss mitigation processes and procedures to recommend solutions to maintain home ownership, including Home Affordable Modification Program, proprietary modifications, and repayments plans.
Reviewed the borrowers financial situation and, if modification options are not possible, discussed liquidation options including short sales and deed in lieu.
Identified, maintains, tracked and logged requested documentation for loan modification review.
Communicated with borrowers and agencies of loan modification decision, current status, workout options, timeliness, coordination touch point, and borrower obligations through the process.
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