Associate, Mortgage Servicing (Customer Services) in Oriental San Juan, Puerto Rico

Website Oriental

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The Associate, Mortgage Servicing, is responsible for contributing to the Mortgage Unit success by effectively servicing telephone and walk-in customer’s inquiries. Take full responsibility for all customer inquiries/concerns/complaints and receive, distribute and resolve any service request presented by the customer. The incumbent must effectively implement the Bank’s defined policies, practices and procedures to enable ongoing compliance to applicable regulatory. Position will be working onsite, based in Piñero Plaza, San Juan, PR.

Major Duties & Responsibilities

  • Show respect for the customer by providing welcoming, friendly, personal, and confidential service and meeting all standard turnaround times and commitments.
  • For more complicated transactions or where the customer has presented a problem, provide clear, relevant information covering what service steps are involved, why the service steps are necessary, and the time frames required.
  • Strive to fully satisfy the customer’s needs, referring them to another officer/supervisor only when different skills/knowledge are required, ensure the customer understands the benefit to them of the referral, and follow through with the customer to ensure a satisfactory conclusion was reached.
  • Responsible of receiving and distributing all service correspondence received from branches, customers, or any other related area.
  • Prepare Balance Cancellation Request ensuring solicitation complies with mandatory requirement from OCIF including customer authorizations and cancellation document dispatch with 5 days’ timeframe.
  • Prepare and Send Payment coupon Book re –order- quickly respond and delivery of payment book to customer’s request.
  • Assume and resolve payment claims ensuring customer provides sufficient payment evidence for investigation. Determining if provisional payment credit applies based on REG-E requirement and respond to customer within established timeframes.
  • Timely respond to credit report adverse information correction/update within established timeframe based on FCRA mandatory requirements. Comply with required customer and Credit Report Agencies applicable notifications.
  • Quickly respond and delivery of document requests to customers request (legal documentation, credit file documents, appraisals, and certification letters, and other documents).
  • Loan Information Maintenance: service fee applications, change of address, adds customer service notes.
  • Required to receive cases remittance and invoices, which requires verifying against initial agreement and loan history analysis. Prepare accounting entries for payment application.
  • Change of Owner – received customer solicitation for change of Owner, will perform all the process related including prequalification, processing, refer to underwriting for approval through E3 system and closing coordination with customer.
  • Perform required loan maintenance in Horizon System.
  • Promote Alternative Delivery Products and Refer Opportunities for Mortgage and Personal Banking Products.
  • Consistently use the Banks selling process to initially identify, then satisfy customer needs in a manner that results in the customer feeling their business is appreciated and they have received valued service: provide any clarification necessary, ensuring the customer is aware of the benefits to them such as cost, convenience, financial information available (balances, transaction history, etc.), and confidentiality of information.
  • Ensuring quality customer service is provided on every contact, adhering to the Bank’s service standards.
  • Perform all the accounting process for mortgage loan cancellations such as the transaction reconciliation, prepare accounting entries for processing. Coordinate post cancellation mortgage note custodial process and customer pay-off required notification letters.
  • Perform a complete analysis including property market value and title search status, income analysis and refer to underwriter for approval.
  • For your customer’s financial security, maintain confidentiality of customer information. Avoid potential conflicts of interest by maintaining personal control over all assigned security accesses, including keys, combinations, and passwords in accordance with Bank regulations.
  • Adhere to established Bank Regulations and procedures within assigned authority and responsibility, reporting unusual occurrences or possible fraudulent activity to Supervisor/Manager.
  • Other duties may be assigned

Education & Experience

  • Bachelor’s or Associate Degree in Business Administration or related field required.
  • One (1) year of experience in customer service mortgage procedures.
  • Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
  • Proficiency in MS Office (Word, Excel, PowerPoint) required.
  • Thorough analytical & problem-solving skills.
  • Good problem solving and decision-making skills.
  • Exceptional customer service skills.
  • Team oriented.
  • Strong organizational skills and the ability to prioritize and deal with the workload to meet deadlines.
  • Fully bilingual – English and Spanish (verbal and written) required.

Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)

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Company: Oriental

Vacancy Type: Full Time 

Job Location: San Juan, Puerto Rico

Application Deadline: N/A

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