Special Loans Representative

Job Description
An assumption occurs when the property is transferred from a borrower to any third party for any reason other than the death of a borrower, including divorce or legal separation. There are multiple processes like Assumption, Release of liability, Family transfer, Subordination, Partial release, Successor In Interest handled by the SII/Assumption staff. This position will report to the Team leader, SII/Assumption . Listed below are the key result areas.

• Ability to deliver high priority requests efficiently and accurately
• Adhere to the appropriate audit requirements/policy guidelines
• Ability to adapt to different areas of the SII/Assumption process
• Escalate process related issues/concerns so that they are immediately addressed
• Acquire full knowledge on the overall process and keep oneself abreast with the updates

JOB FUNCTIONS AND RESPONSIBILITIES

• Ensure correct process steps are being followed based on procedures and updates
• Achieve defined departmental benchmarks for efficiency and quality
• Working from tasks - review underlying documents, notate the servicing system as appropriate
• Generating letters associated with the process
• Review customer's correspondence in order to comprehend the nature of inquiry/complaint
• Carry out detailed and accurate analysis of the customer's concern and provide a complete and accurate response
• Coordinate with other Business Units to obtain data/details required to respond effectively and within TAT to customer correspondence
• Responsible for handling Customer, Client, Investor and third party inquiries related to Special Loans such as, but not limited to (Assumptions, Partial Releases, Release of Liability, Estate Deceased Borrower SII, Deed Changes and other miscellaneous processes).
• Ability to handle escalated customer inquiries and resolve issues accordingly, timely & professionally.
• Process the functions related to Special Loans in accordance with legal, state & investor guidelines and have detailed understanding of these guidelines as they may impact the processing.
• Process daily, weekly monthly and quarterly tasks/ reports.
• Assist with special projects
• Work independently to research and resolve issues, as well as make recommendations for improvements.

EDUCATION / EXPERIENCE

• High School diploma required
• A Bachelor's degree preferred
• 1 year mortgage service background, helpful
• Minimum of 1 to 2 years related servicing of special loan work experience required
• Experience in Microsoft Word and Excel, familiarity with MSP, Doc-viewer, Desk Top Underwriter (DU), as well as any other system applications, is a plus.
• Must be detail oriented with ability to problem solve and be a self-starter with the ability to work as a team and/or with limited supervision.
• Must demonstrate excellent written and verbal communication skills.
• Strong organizational skills to effectively meet unique changing priorities and requirements

COMPANY SUMMARY
Ocwen is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
About Us
Company: PHH Mortgage
PHH Mortgage, a wholly owned subsidiary of Ocwen Financial Corporation, is one of the largest subservicers of residential mortgages in the United States. PHH Mortgage provides servicing solutions to companies who own mortgage servicing rights and offers portfolio retention services to extend and enhance customer relationships.
PHH has been providing mortgage lending and servicing solutions since 1984 and is dedicated to responsible and ethical practices while delivering an exceptional customer experience. We strictly focus on subservicing and portfolio retention allowing our diverse professional clients - representing some of the largest and most recognizable financial and wealth management institutions, investors of MSRs, regional and community banks, and credit unions - to concentrate on their core businesses, while providing borrowers with exceptional customer service throughout the life of their loans.
Adhering to the highest levels of risk and compliance, built to bank-like standards, we build relationships with our clients and their customers to promote a philosophy of retaining "customers for life." We strive to be a natural extension of each client's team, helping them to keep their expenses down, borrowers satisfied and service levels up while meeting today's regulatory demands and changing market conditions.
Our Service Excellence philosophy is: We consistently deliver on our commitments to customers, clients, investors, and colleagues through caring service, integrity and creative solutions. This philosophy is embraced by achieving our CARE service standards, which stands for Caring, Accurate, Responsive and Empowered. As a service organization, PHH firmly embraces this philosophy and recognizes that our collective success is an outgrowth of our employees, processes, and focus on operational execution and service delivery. As a member of the PHH team, you will receive tools, training and support to help deliver on our service objectives. Within our Service Excellence philosophy, we expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism; and achieve results consistent with our CARE standards.
Ocwen is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Job Type: Full-time