Position Title: Mtg Servicing Specialist III-Customer Assistance Center SpecialistLocation: Alexandria, VA : 1300017099
Description:
Supports the servicing of mortgage loans. Work will vary based on associate's department. May entail working on default and/or non-defaulted loans. Responsibilities may include processing routine transactions, documenting loan history, responding to customer, investor, or other 3rd party inquiries, researching and/or preparing documentation, or analyzing requests in accordanc
e with established guidelines and determining appropriate course of action. Handles more complex levels of transactions requiring subject matter expertise. Typically has more than 4 years of experience with a strong knowledge of the business and general office skills.
Additional Information:
- Responsible for meeting with customers experiencing financial hardship in a face-to-face environment in order to assist them with loan modifications for mortgage loans and repayment options on all types of credit products including HELOC, credit cards, auto loans, and personal loans.
- Provide excellent customer service.
- Resolve diverse issues.
- Present solutions based on individual customer's needs.
- Communicate realistic customer expectations.
- Discuss alternative exit strategies.
- Create, maintain and track customer files pertaining to modification process milestones with significant follow-up required.
- Exchange information on pending matters and escalate issues to appropriate business partners as directed.
- Implement procedures to meet production deadlines.
- Serve as a liaison to administrative areas within the bank.
- Manages relationships within the internal department and with business partners.
- Adapt to an ever-changing, fast paced environment.
- Ensure compliance with federal laws and company guidelines in order to minimize loan losses and legal concerns.
- Attend outreach events in local market.
- Responsible for other related tasks as directed by management.
- May travel to remote locations in order to assist with other offices or support events.
- Must be a detail oriented problem solver who values teamwork and embodies the Bank of America spirit and customer delight principles.
Required Skills:
- 2-3 years of experience in mortgage lending, customer service, loan servicing, or collections in a financial services environment.
- Exceptional customer service skills.
- Excellent leadership, analytical and interpersonal skills.
- Must have superior communication skills, both verbal and written.
- Must work in an organized manner.
- Ability to manage multiple tasks simultaneously and within time constraints.
- Proven ability to engage and positively influence associate peers.
- Ability to successfully perform in a Team environment.
- Must thrive in a fast paced, ever-changing environment.
- Knowledge of Microsoft Office suite.
- Be willing to attend ongoing training and expand understanding of various credit products.
- Weekend and extended hours are required.
- Ability to be empathetic while ensuring that BAC policies and procedures are followed.
Desired Skills:
- Bi-lingual in Spanish a plus.
- Bi-lingual in other languages.
- Default Servicing
- Previous experience interacting with customers on a face-to-face basis. Ability to embrace change with a positive approach.
- Full working knowledge of operational functions.
- Work independently with minimal supervision.
- Knowledge of BAC policies & procedures.
- Knowledge of credit card, auto, home equity, and other financial products.
Job Family: O-Operations
Travel: Yes, 10 % of the Time
Hours Per Week: 40.00
Full / Part-time: Fulltime
Shift: 1st Shift
Weekly Schedule: Hours may vary M-F 9am-6pm, rotating Sat 9am - 1pm
Apply here.
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