Job Details

About The Role

Summary

Provide customer service regarding Mortgage Loans for the Company. Effectively navigate loan processes and documentation to address a multitude of customer concerns regarding terms of loans or other requirements to remain in good standing with the institution. Additionally, the loan-servicing representative will maintain excellent knowledge of banking regulations and institutional policies and procedures. Navigate the institution's database quickly and efficiently to find answers to customer questions. Complete a broad range of operational duties within assigned area(s), and ensure timely completion and compliance with established internal standards and external regulations. Also carries out the duties relevant to the maintenance of all loan records after closing of a mortgage loan. Assigned area(s) may include default support, specialized activities in support of ARMs, tax and insurance, research, payoffs, centralized processing unit (CPU), and/or various areas of payment servicing. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

This is a Corporate position and is located in Coeur d'Alene, ID. The entry rate for this position is $18.66 + / hour (calculated for Coeur d'Alene, ID).

All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Duties

• Customer Service - Answers basic and in depth questions from customers and internal inquiries regarding the mortgage and loan documents, balance owing, escrow status, escrow analysis, payment breakdown and other basic matters pertaining to loans. Documents borrower interactions and accurately capture data using company loan processing systems. Prepares correspondence and documents and performs other clerical duties related to loan servicing. Maintain contact with borrowers and their representatives throughout the servicing of the loan, assisting them with questions and complaints concerning all aspects of servicing functions, notifying them of information required related to the servicing of the loan, and providing information related to other services.
• Payoff & Release Administration - Perform all activities related to the payoff of a mortgage loan, including calculating and providing payoff statements to borrowers and third parties, verify the accuracy of funds received and process payoff funds, complete satisfactions on paid in full loans and requests for partial release of property.
• Loan File Maintenance - Responsible for the monitoring of exception reports, investigation and resolution of cases. Review automated system information to ensure accuracy of data entered, process AFTs/ ACHS, Interest Rate Adjustments, payments, payoffs, escrow accounts, process modifications and forbearance agreements and miscellaneous Loan File Maintenance as required, as well as follow-up on final documents that are pending.
• Cross train on miscellaneous Mortgage Loan Servicing Center tasks to cover for other team members during high volumes times or vacations. These tasks include but are not limited to escrow administration (Distributions, Tax, Flood, Hazard & PMI), Freddie Mac Servicing, Insurance Tracking, Loss Mitigation (past due loans, Successor in Interest, & bankruptcies), Credit Reporting, filing and scanning documentation, Change in Terms/ Modifications, Loan Audits/ Reviews (Internal & External), acquisitions and other special projects.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

About You

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Required/Preferred

Education Level

Description

Required

High School Diploma / GED

Experience

Required/Preferred

Experience Level

Description

Required

3 years

Work experience in a direct customer service role.

Required

1 year

Administrative experience in an office environment.

Required

Beginner Experience

Word, Excel, Adobe, PowerPoint, Internet Explorer / Google Chrome, and Email

Preferred

Beginner Experience

Loan servicing, consumer financial, or related experience.

Preferred

Beginner Experience

Experience working with a loan platform software such as Jack Henry, Black Night, Fiserve, etc.

Would an equivalent combination of relevant education and work experience be considered?: No

License/Certification

Required/Preferred

License/Certification

Description

Required Skills and Abilities

* Employee must be trustworthy and possess a significant level of credibility, discretion, and diplomacy.

* Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.

* Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.

* Ability to take initiative, and make decisions based on regulations, company policies, knowledge and experience with minimal supervision.

* Ability to adapt to change (e.g. shifting priorities, demands, and timelines) through time management, analytical, and problem solving skills.

* Ability to serve as a backup for other staff members in a mutually supportive team work environment.

* Employee must be capable of regular, reliable, and timely attendance.

Additional Requirements

Travel

Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Working Conditions

Environment: Indoors, a climate-controlled shared work area.

Noise Level: Minimal noise.

Lifting: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Vision

Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.

Physical Activities

Frequency

Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces.

Infrequent - rare.

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.

Infrequent - rare.

Crawling: Moving about on hands and knees or hands and feet.

Infrequent - rare.

Crouching: Bending the body downward and forward by bending leg and spine.

Infrequent - rare.

Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips.

Infrequent - rare.

Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling.

Daily.

Grasping: Applying pressure to an object with the fingers and palm.

Infrequent - rare.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Infrequent - rare.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.

Occasional - now and then.

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.

Occasional - now and then.

Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.

Occasional - now and then.

Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Daily.

Stooping: Bending body downward and forward by bending spine at the waist.

Infrequent - rare.

What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details. Check it out!

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.

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