Senior Mortgage Servicing Specialist

Location:

This position is Mobile by Design: a combination of work from home and office.

Typical work hours are: Monday -Friday, 8:00 am to 5:00 pm

Job Description

Working within a team of 15-20 Mortgage Servicing associates, this position is responsible for loan payments, statement review, ARM maintenance, ACH maintenance, Customer profile Maintenance, payoff processing, and internal and external servicing requests regarding Key's Residential Mortgage relationships. Adhere to Corporate Credit Policy, procedures, loan regulatory requirements, and Consumer/Privacy laws. Use fair and reasonable judgment when interpreting and disclosing client relationships. Works within and complies with established operational and compliance quality standards and service levels at a highly productive level.

Essential Job Functions

• Perform accurate and timely loan transactions including account research, loan processing, and loan maintenance
• Perform careful and timely review of various reports to alleviate potential customer impact issues and to ensure system integrity. Take appropriate action to address issues
• Research requests to a logical conclusion and execute remedial action. Communicate to the requester the results of research and resolution of the problem effectively and timely
• Actively seek opportunities to improve process efficiency, quality and the client experience. Communicate ideas appropriately to effect real change
• Provides world class customer service to internal and external customers through total adherence to the Key Values and Key Difference concepts
• Identify major and minor issues/problems and communicate to appropriate management
• Assist other team members with daily workload to ensure timely completion and achievement of work team assignments
• Actively pursue development of self to better support team and future advancement
• Must adhere to pertinent laws, regulations, Key's Corporate Compliance Policy and external compliance requirements; including SOX Key Control
• Seen as a subject matter expert across the line of business
• Works well with others in a fully developed work team environment
• Open minded and adaptable to new ideas in a changing environment
• Demonstrates Leadership Skills
• Reviews and ensures proper documentation or procedures are used for complex activities and also checks the work of less experienced employees
• Individual at this level uses independence of thought to solve complex problems and is seen as an expert by others while contributing to work flow or process change and redesign, and to form a strong basic understanding of the specific product or process

Required Qualifications

• High School Diploma or equivalent, some college
• Strong accounting background
• Minimum 1 year of Customer Service experience
• Minimum 1 year of Banking Operations experience preferred
• Ability to establish and maintain effective working relationships among team members and product and support partners
• Problem solving/analytical skills
• Sound decision making ability
• Priority setting and time management skills
• Strong organizational skills and communication skills - written and oral
• Sound Computer Proficiency
• Detail oriented
• Ability to manage multiple tasks in a fast paced environment
• Strong working knowledge of government regulations

Preferred Qualifications

• Proficiency in the following KeyCorp systems: Hogan, ICE MSP, Empower
• Working knowledge of loan accounting and loan systems and GL reconciliations
• Mortgage Servicing Experience

Equipment Used

• Standard office equipment; MS Office products

Training Required

• Compliance training as required
• Other on the job training and certifications as required by job

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range starting at $23 to $25 per hour depending on location and job-related factors such as level of experience.

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.