Who We Are
ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.
What We Do
Responsible for setting up and processing activities related to Home Equity Lines of Credit (HELOCs), including both variable-rate and fixed-rate HELOC products. Performs HELOC draw reviews, draw segment setup and maintenance, billing reviews, and interest calculation validation. Provides operational support for HELOC servicing activities, customer and phone escalations, and ongoing monitoring to ensure accurate and timely servicing in accordance with applicable regulatory, investor, client, and internal requirements.
Provides support in establishing scalable HELOC servicing capabilities and improving the effectiveness, accuracy, and efficiency of department functions.
How You'll Contribute
- Provides a wide range of operational support within HELOC servicing.
- Performs activities associated with the setup, maintenance, and ongoing servicing of both variable-rate and fixed-rate HELOC products.
- Reviews HELOC draw requests to ensure servicing requirements are met and processes approved draw activity in accordance with established procedures.
- Sets up and maintains HELOC draw segments, including fixed-rate and variable-rate segments, as applicable.
- Reviews HELOC billing to ensure payment amounts, due dates, balances, and other billing elements are accurate.
- Reviews and validates HELOC interest calculations and researches discrepancies as needed.
- Performs loan maintenance and works exception reports to ensure HELOC accounts are accurately serviced.
- Reviews HELOC account activity and transaction history to identify and resolve servicing discrepancies.
- Assists with customer and phone escalations involving HELOC servicing, including researching account activity and providing accurate information to support resolution.
- Processes and monitors department reports and workflows to ensure accurate and timely completion.
- Creates and maintains department documentation, including but not limited to policies, procedures, job aids, and process documentation as directed.
- Adheres to regulatory and legal requirements, including applicable investor, client, federal, and state guidelines.
- Supports additional servicing processes within HELOC operations as needed.
- Follows established processes and procedures in daily activities, troubleshoots issues as needed, and recommends opportunities for continuous improvement.
- Works collaboratively with internal departments and external business partners to research and resolve HELOC servicing issues.
- Actively contributes to the results of the team and works toward achieving departmental goals and objectives.
What You'll Bring
Required Education, Experience, Licensure & Certification
- Working knowledge of fundamental concepts, practices, and procedures within mortgage servicing.
- Working knowledge of HELOC servicing, including both variable-rate and fixed-rate HELOC products.
- Understanding of HELOC draws, draw segments, billing, payment calculations, and interest calculations.
- Ability to review loan activity and identify discrepancies in balances, transactions, billing, and interest calculations.
- Attention to detail and ability to understand complex financial transactions.
- Strong analytical, research, and problem-solving skills.
- Results-oriented with a track record of delivering quantifiable results to the organization.
- Understanding of HELOC servicing requirements and associated regulatory, compliance, and risk implications.
- Strong verbal and written communication skills.
- Ability to effectively research and respond to customer and phone escalations.
- Establishes effective working relationships at the work group level and across servicing functions.
- High School diploma or equivalent
- 1-3 years of experience
- 2+ years of mortgage loan servicing experience preferred.
- Previous HELOC servicing experience, including experience with HELOC draws, billing, interest calculations, or loan maintenance, strongly preferred.
Pay Range: $23.37 - $31.15 Hourly, RemoteThis hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
What We Offer
By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.
