Mortgage Executive Liaison

SUMMARY

The Mortgage Executive Liaison will be responsible for managing Mortgage Servicing correspondence through verbal and written communications. The Mortgage Executive Liaison will recommend and implement company processes and procedures as it pertains to escalations while ensuring all responses are compliant with all federal, state, local laws and company guidelines. The selected candidate will be expected to deliver on responsibilities in support of multiple areas across the business and their related strategic objectives.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Be the primary contact for Loan Officers, Banking Presidents, Board Members and internal business groups on escalated Mortgage Servicing complaints, while providing exceptional customer service.
• Ensure complaints are handled in a timely manner.
• Send responses and if required contact the customer.
• Review Mortgage Servicing emails daily, document MSP and respond within hours. Responsible for escalating issues as needed.
• Handle all incoming calls from all First United Bank employees as well as complete the needed outbound call campaigns.
• Complete QWR/NOE requests within timeframes.
• Complete the assigned daily, weekly and monthly tasks and reports.
• Create and manage strategies to meet performance goals, company initiatives, client requirements and KPIs for escalations.
• Assist the Training Department as needed.

ADDITIONAL DUTIES AND RESONSIBILITIES

• Perform department related duties as requested by Executive Management or Supervisor.
• Exceptional Customer Service.
• Complete all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Recommends to Supervisor possible methods to improve department.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND WORK EXPERIENCE

• Bachelor's Degree or equivalent experience (Preferred).
• High School Diploma or equivalent (GED) (Required).
• Minimum of 2 years of Mortgage Customer Service/Collections experience.
• Familiar with Fannie Mae, Freddie Mac, HUD and VA Investor Guidelines.

TECHNICAL/FUNCTIONAL COMPETENCIES

• Strong written and verbal communications skills.
• Ability to work in a team environment to resolve problems
• Proficient computer skills.
• Exceptional customer service skills.
• Knowledge of MSP Black Knight Systems (Preferred)
• Knowledgeable of both conventional and government loan servicing.
• Call Center Management experience with inbound skillset, routing, and predictive outbound dialer system experience.
• Willingness to accept additional responsibilities. Good problem-solving and decision-making skills.
• Dependable and adheres to timelines and schedules.
• Takes initiative in development and completion of projects.
• The ability to use email, phone, and other communication tools are necessary.
• Strong interpersonal skills and ability to work well with a wide range of people.

WORKING CONDITIONS

This is somewhat sedentary work that requires the following physical activities:

• Normal office environment
• Moderate noise level
• Sitting or standing for long periods, walking, finger dexterity, feeling, repetitive motions, talking hearing, and visual acuity including close vision
• Occasional lifting (up to 10 pounds of computer equipment or paper)
• May be required occasionally to stoop or kneel
• Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned by supervisors to meet the ongoing needs of the organization.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance.