Mortgage Servicing Sr. Specialist

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!

It is anticipated that an incumbent in this role will work remotely 100% of the time and will share a hoteling workspace if/when working onsite, as determined by business needs. The incumbent can work remotely from anywhere in the United States, unless otherwise specified in the job posting. Work location is subject to change based on business needs.Responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. Accurately process daily maintenance and/or requests for Mortgage Loan Operations. Work collaboratively with teammates to balance workloads and meet daily deadlines.

About This Role:

 

Job Specific Responsibilities/Accountabilities:

1. Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan onboarding & payoff processing.

2. 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.

3. Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.

4. Maintain customer confidentiality and confidence while performing servicing functions and conversations.

5. Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.

6. Meet deadlines with an appropriate sense of urgency.

7. Identify and communicate servicing issues and trends.

8. Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems.

9. Track work volume related to your specific job duties on an ongoing basis.

10. Cross train for coverage of additional roles within the Mortgage Servicing Team.

 

The Ideal Candidate for This Role:

 

Minimum Qualifications:

1. HS Diploma or GED

2. Working knowledge of MS Office products, Outlook and Excel etc.

3. Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.

Key Skills:

1. Demonstrate empathetic phone etiquette and ability to walk in the customer’s shoes when faced with difficult situations to create positive outcomes.

2. Clear oral and written communication skills.2. Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.

3. Ability to work independently in diverse fast-paced environment while meeting service level expectations and regulatory requirements.

4. Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.

5. Detail oriented with an understanding of basic balancing

Physical Demands:

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

Compensation:

 

Compensation range (base pay): $40,310.00-$64,497.00

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.

Benefits Overview:

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

• 401k, 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 benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20250283

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days.  Job postings may come down prior to 5 calendar days based on volume of applicants.