Mortgage Servicing Specialist

Job Description

• Lead a team of up to 20 team members
• Work Allocation & Tracking to completion on regular intervals
• Maintaining quality and TAT above the thresholds daily
• Maintain monthly reports to track and monitor Production, Quality, efficiency.
• Maintaining Daily, Weekly reports highlight and escalate any roadblocks
• Maintain monthly and quarterly performance measurements:  Timeliness, production goals, compliance/regulatory, and customer satisfaction. Ensure client concurrence.

·         Maintain quality and production standards as defined by business.  Perform other job-related duties and special projects as required. 

Job Requirement

• Experience in mortgage servicing, banking or financial services is preferred
• Providing Customer Service through daily interactions to create a relationship of mutual trust and confidence with customers.
• Understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of practices, policies and procedures.
• Addressing and resolving customer concerns, inquiries, issues, or complaints which have been escalated by the team.
• Complete Capacity planning and variance analysis monthly, ensure optimum staff utilization.
• Ensure the Productivity and utilization targets are met and exceeded 

Competencies/Skills:

• Strong understanding of mortgage products, loan processes and financial regulations in Australia
• Strong People & Process Management skills
• Good analytical, problem solving, organizational and communication skills needed
• Being Flexible for working in Multiple Shifts
• Computer literate and strong familiarity with credit financial analysis techniques
• Ability to effectively make decisions in an independent manner and availability as a resource advisor for all staff.
• Excellent verbal and written communication and interpersonal skills
• Proactive in identifying potential concerns and follow-up to resolve such issues
• Customer focused and Excellent Team Player/Strong Interpersonal skills