Dovenmuehle

Processor

• Monitor properties with insurance claims for mortgagors and mortgage disposition department
• Monitor funds in restricted escrow
• Sort daily mail received
• Sort checks received
• Prepare checks to be mailed
• Check in loss draft documents and checks received
• Send overnight checks for Insurance Department
• Mail out Loss Draft checks with letters
• Review the “open tasks” monthly and send letters
• Make decisions within the client guidelines accurately, efficiently, and very professionally
• Work 95% of the time without assistance from supervisor
• Successfully complete the annual regulatory compliance testing
• Perform other related duties as assigned
• Work with our Loss Draft Application and other systems

Loss Draft Processor I

General

• Provides clerical support to the organization and assigned department(s)
• Open, identify, sort, and distribute incoming mail
• Review contents of mail, date stamp, sort, and count per department standards
• Prepare outgoing mail and priority correspondence
• Maintain departmental files and documents in accordance with organizational procedures
• Perform data entry functions as defined by departmental processes
• Scan, fax, file, and copy files and documentation
• Successfully complete annual regulatory compliance training
• Answer inbound bankruptcy calls according to procedures
• Process payment by phone
• Email, fax, and mailing addresses to borrowers
• Review bankruptcy notifications and set up bankruptcy workstation
• File GSE claims timely

Clerical Support II – Onsite

Counselor

• Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers.
• Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate.
• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
• Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
• Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
• Follow all company and department policies and procedures.
• Utilize proper protocols, for borrowers, clients, state, and federal regulations, as well as best practices.
• Maintain and document mortgage collection systems and databases with all activities and communications.
• Process mortgage loan payments in accordance with established guidelines.
• Consistently meet or exceed monthly goals.
• Reconcile accounts with misapplied payments.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Bilingual Collections Counselor I

Accountant

• Daily data entry for client remittances, accounts payable and wire transfers/ACH payments.
• Preparation of monthly client remittances, balancing client general ledger accounts.
• Preparation of monthly general ledger account analysis.
• Preparation and posting of general journal entries into the accounting program.
• Reconcile corporate/subservicing bank accounts.
• Communicate with other departments to ensure the smooth processing of all transactions.
• Assist in preparation of daily wire transfers and ACH transactions.
• Assist in preparation and mailing of daily check run.
• Assist in preparation of daily bank deposit.
• Assist in any special projects assigned to the department.
• Assist in document requests from both internal and outside auditors.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Accountant II

Customer Support

• Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests.
• Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.
• Appropriately refer inquiries and research requests to the applicable department or staff member.
• Verify and change account information, process, and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.
• Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases.
• Prepare and send account information and other correspondence to borrowers, clients, and other third parties.
• Document all activity timely and accurately in appropriate databases.
• Represent “Private Label” clients by using organizational names accurately when interacting with their customers.
• Comply with the Code of Conduct and successfully completes annual regulatory training requirements.
• Assist with outbound telephone call projects, such as welcome calls or task completion calls.
• Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client.
• Maintain a minimum of 75 incoming calls per day with at least a 90% quality score.
• Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Customer Service Representative

Analyst

• Analyze, research, and resolve complex client/customer issues as received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines.
• Research, open items and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams.
• Document the servicing system by using the tasking application and following organizational guidelines for system documentation.
• Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines.
• Monitor governmental agency websites for borrower complaints to analyze, research, and resolve issues.
• Train new team members.
• Actively participate in identifying process improvement opportunities within the department.
• Proactively alert management when established KPI minimums are not being met.
• Comply with the Code of Conduct and successfully complete the annual regulatory training requirements.
• Additional duties as assigned.

Loss Draft Processor I

Clerical Support II – Onsite

Bilingual Collections Counselor I

Accountant II

Customer Service Representative

Client Analyst II