The Satisfaction Specialist is responsible for the preparation of all required documents to allow paid in full mortgages to be satisfied of record in accordance with county and state requirements.
Responsibilities:
Creates and reviews document receipt reporting to ensure that custodians have been properly identified in Rekon
Creates reports weekly to ensure incoming documents are being received and processed in accordance with Satisfactions SLA Requirement
Proactively sets ups new client custodians to ensure necessary custodial information is captured at time of implementation and all data is populated in Rekon
Identifies specific documentation problems and make recommendations for process changes.Ensures Client Relations Department is aware of issues
Generates management level reports on a client level basis, analyze the results, and reports adverse trends to Department Manager and client when required
Completes a monthly review of new investor setups to confirm that proper custodian information has been provided.
Maintains all critical document location through the use of Rekon's Custodial Record Management System
Maintains Policy & Procedures for Custodian Functions and all Client Custodian document notification requirements and exceptions.
Acts as the Primary contact with Bank of New York Mellon to ensure all client setup requirements have been established prior to implementation which will allow immediate receipt for FNMA original Notes
Researches and resolves client's inquiries regarding document issues and providing information to the Client Relations Manager whenever required
Maintains record control of original outgoing mortgage and note documents which need to be returned to the client's Document Custodian
Reviews and reconciles Vendor Invoices in a timely manner
Partners with supervisor/manager to identify optimal workforce management rules, by calibrating competencies with daily workflow requirements, to ensure regulatory compliance and compliance with SLAs
Acts as the first point of contact for questions and assistance for staff
Assists with in depth analyses and research of loan histories and questions related to payment processing, resolving issues to the satisfaction of clients and borrowers
Identifies and reports trends, patterns and issues in service, relating to payment processing and business partners; present escalated issues to Client Relations Managers
Facilitates periodic calibration sessions with business partners to ensure service excellence
Participates in client visits or conference calls
Participates in the development, maintenance and accuracy of department policies and procedures
Demonstrates leadership skills in daily activities within the department and company
Acts as role model among team, department and company in actions and words
Acts as direct backup to department supervisor in their absence
Provides side-by-side coaching of new trainees, to ensure service excellence; facilitate quarterly refresher training classes; identify any other training needs
Actively participates in the creation and monitoring of performance goals; work with supervisor/manager to develop performance improvement plans
Performs periodic desk audits
Other duties and projects as assigned
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
Bachelor's degree in business, accounting, finance, programming preferred
3 - 5 years of servicing experience with mortgage documentation
Document management experience a plus
Detailed oriented with exceptional follow up skills
Excellent verbal and written communication skills
Knowledge of LPS Passport and Rekon a plus
Experience with Excel at an advanced level
Experience with other Microsoft programs such as Word and PowerPoint
It is critical that you have an understanding of requirements under various state laws.
