What The Role Is

The Specialized Service Specialist is responsible for all incoming customer inquiries received by the Cadence Mortgage Division, via telephone, email or written requests. All inquiries if not resolved by the Specialized Service Specialist will be forward to the appropriate Mortgage Division employee for resolution. Customer inquiries will be tracked through the Task Application. Customer complaints whether verbal or in writing will be logged into the Complaint application. Written complaints will be handled as a Qualified Written Request and reported to management. The Specialized Service Specialist is also responsible for pay by phone payments, Escrow Analysis Calls, Loss Draft inquiries, in addition to handling Specialized Service inquiries the employee will handle working the ROL of Lien report with our third-party vendor as well as processing Partial Release of Liens.

Who You Are

To perform this job successfully, an individual must perform each essential duty. The requirements listed herein. are representative of the knowledge, skills, and/or abilities required.

Education/Experience:

• High school diploma or equivalent
• Bachelor's degree preferred or equivalent experience/skills.
• Minimum experience of 3-5 years in foreclosure, repossession, probate, bankruptcy and other legal processes

Skills:

• Detail oriented, high level of accuracy.
• Works with minimal supervision, independently reach sound conclusions and resolve issues related to transaction processing.
• Excellent analytical skills.
• Customer service oriented
• Ability to prioritize daily tasks to ensure the maximum use of time management.
• Microsoft Office Word and Excel
• Knowledge of banking practices and procedures
• Exceptional communication and organizational skills
• Ability to lead others and be a team player.
• Must be a self-starter and self-motivated.
• Reconciliation skills

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific requirements include: * Ability to stand; walk; sit; move about; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; write legibly, and lift objects weighing as much as ten pounds to a distance of twenty feet.

• Ability to hear sounds accurately to eliminate miscommunications during conversations.
• Ability to feel texture and thickness of paper to quickly process large volumes of output.
• Ability to see accurately (20/40 with correction) to eliminate visual errors

How You will Make an Impact

• Assists customers with the handling of general customer inquiries related to their mortgage, including escrow analysis inquires.
• Monitor the Specialized Service inquires through the Task application. If the Specialized Service representative cannot assist the customer, they will escalate the inquiry to the correct specialist for handling.
• Recast modification on mortgage loans. * Handle SCRA loans
• Process complaints via the Complaint application
• Handle Qualified Written requests per the regulatory guidelines.
• Process customer's payments on time payment application within Loan Serve
• Set up Third Party Authorizations received from borrowers.
• Assist customer with payment inquiries, notify cash department of any adjustments required.
• Set up/delete ACH drafts on customer's accounts.
• Update general loan information to include, change of mailing address, phone numbers, etc.
• Order escrow analysis as needed and provide to customers.
• Process insurance loss claims, including verification of completion of repairs when required.
• Assist internal and external customers with research inquiries.
• Escalate problem accounts to senior management immediately to reduce potential loss and risks.
• Assist other Loan Servicing staff as needed.
• Regular and reliable attendance
• Works cooperatively with others