Mortgage Servicing Sr. Specialist - Onsite

Summary Of The Job

The Mortgage Servicing Sr. Specialist is responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. The role will accurately process daily maintenance and/or requests for Mortgage Loan Operations and work collaboratively with teammates to balance workloads and meet daily deadlines.

• Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan onboarding & payoff processing.
• Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.
• Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.
• Maintain customer confidentiality and confidence while performing servicing functions and conversations.
• Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.
• Meet deadlines with an appropriate sense of urgency.
• Identify and communicate servicing issues and trends.
• Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, First Work and eGain systems.
• Track work volume related to your specific job duties on an ongoing basis.
• Cross train for coverage of additional roles within the Mortgage Servicing Team.

• HS Diploma or GED
• Working knowledge of MS Office products, Outlook and Excel etc.
• Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.

• HS Diploma or GED
• Working knowledge of MS Office products, Outlook and Excel etc.
• Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.

• Demonstrate empathetic phone etiquette and ability to walk in the customer’s shoes when faced with difficult situations to create positive outcomes.
• Clear oral and written communication skills. Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.
• Ability to work independently in diverse fast‑paced environment while meeting service level expectations and regulatory requirements.
• Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.
• Detail oriented with an understanding of basic balancing.

Occasional light lifting needed for payoff file boxes approx. 25 lbs.

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation range (base pay): $41,116.00–$65,787.00.

This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you’ll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily.

Please note that work location is subject to change based on business needs.

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work‑life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance
• 401(k), With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short‑Term/Long‑Term Disability Insurance

Learn more about FNBO…