Job Abstract

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

ESSENTIAL FUNCTIONS- Phone Representative

Member Service:

• The incumbent's primary function is to effectively use VyStar Excellence principles during telephone contact with members in the course of daily business.

• Communicate effectively with the members or outside agents by phone, in person, via email or fax to assist in answering any basic questions regarding a mortgage account. 

• Ensure timely processing of mortgage payments, payoff quotes, payoffs and account corrections.

• Cancellation of PMI insurance when requested by the member of when the LTV reaches 78% in accordance with the Homeowners Protection Act of 1998.

• Daily balancing of the branch to include clearing of any suspense or un-posted items.

• Completion of verification of mortgage or amortization schedules as requested.

• Participate in escrow analysis training to help members understand the process and forms used by VyStar. Post shortage remittance payments and reanalyze accounts as necessary.

• Create/maintain necessary desk top procedures for processes performed.

Custodial Document Control

Quality Control

• Verify mortgage loans are set up correctly in the servicing system. This includes but is not limited to: verification of ARM elements, initial escrow deposit, first due date, loan and payment amounts, hazard insurance, flood, wind or PMI. Ensure Real Estate taxes or insurance premiums due at closing were paid and ensure the property Tax ID is accurately reported to the tax service.

Insurance Tracking and Payment from Escrow

• Timely maintenance of all insurance disbursements from escrow accounts.  This includes monitoring weekly insurance due report, keying of premium due notices and research for missing bills.

• Match check disbursements to policy for remittance to the appropriate insurance company or agent.  Review any return items for necessary correction.

• Maintain renewal policy in VyStar record retention system and core system with updated information on all escrow/non escrow insurance accounts to include: coverage amount, expiration date, deductibles and loss payee information.

• Monitor all cancellation/non-renewal notices to obtain new coverage information from member or agent.  Prepare force placed insurance as necessary to protect VyStar’s interest in the property.

Payoff Request

• Responsible for processing all mortgage payoff requests from members, title companies, financial institutions and attorneys.
• Fax or mail requested payoff quote and retain original within the VyStar record retention system.

Adjustable-Rate Mortgage (ARM) Monitoring

• Weekly update of Treasury Index to the core servicing system.
• Monthly monitoring of ARM rate changes in the core servicing system, sending of rate and payment change notices.

Life of Loan Flood Tracking and Cancellation

• Review and Monitor loans in a Special Flood Hazard Area and ensure coverage, in addition to tracking changes in Flood Zones via receiving notification from the Flood Vendors.

Good Working Knowledge of the following:

Satisfaction of Mortgage

• Preparation of Satisfaction of Mortgage document and paid in full letter on all paid mortgage accounts.
• Send executed satisfaction along with check for recording fee to the county of record.
• Recorded Satisfaction is forwarded to the member after receipt from the county of record.
• Preparation of the paid in full file for permanent retention in the records department.
• Maintain Satisfaction Tracking (SAT TRAC) on all paid out mortgages to ensure timely process of satisfaction documents.

Document Imaging

• Prepare files for scanning to retain mortgage loan files in an electronic format within the credit union record retention system.
• Work collaboratively with the Mortgage Servicing Supervisor, Mortgage Servicing Manger, and Vice President Mortgage Lending to develop streamlined processes via the record retention imaging system to improve department operating efficiencies related to servicing functions and data retention.

Subordination of Mortgage

• Responsible for preparation and imaging of subordination of mortgage documents on all requests received.

• Maintain Subordination of Mortgage tracking on all requests received.

• Cross-sells other credit union services.

• Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors and to provide support and feedback to employees assigned to the closing unit to consistently practice and demonstrate VyStar Excellence behaviors in performing the duties and responsibilities of their position.  Expected VyStar behaviors are defined as:

• Focus your full attention by carefully listening to      

              and observing your client or member.                                                                                 

• Connect  Consistently be friendly and approachable.

              Demonstrate you care.

• Understand Listen empathetically and ask questions.

                                        (70%/30%)

• Counsel    Recommend solutions based on your client’s or

   member’s needs and objectives.

• Advance   Ensure that member’s expectations are exceeded.

               Verify follow-up action.

• Consistently adheres to VyStar core values and Code of Ethics and acts in accordance with those values.

• Identify and make recommendations to Sr. Mortgage Loan Servicing Representative, Mortgage Servicing Manager and Vice President Mortgage Lending regarding process improvements, quality service and increased efficiencies within the servicing unit.

VYSTAR EXCELLENCE

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

• Focus your full attention by carefully listening to and observing client or member.

• Connect Consistently be friendly and approachable.  Demonstrate your care.

• Understand Listen empathetically and ask questions (70%/30% rule).

• Counsel Recommend solutions based on your  member’s needs and objectives.

• Advance  Ensure that member’s expectations were exceeded.

Verify necessary follow-up actions.

JOB KNOWLEDGE, SKILLS, AND ABILITIES

Minimum of four years’ experience in a direct member contact area with a financial institution with specialization in mortgage lending, preferably mortgage loan servicing. Must be able to work independently on a very professional level.  Must be familiar with conventional loan servicing per Fannie Mae guidelines as well as state and federal regulations such as RESPA, Homeowners Protection Act, Regulation Z, FDCPA, and FCRA as they relate to mortgage servicing.

Applicant must have positive, well-developed communication skills, both written and oral, be detail oriented, have good organizational and active listening skills, the ability to work in a fast-paced environment, and proven ability to work with others.

Must have professional conduct and appearance and be self-motivated.  Must work under the philosophy of “people helping people” and be able to communicate with members on all levels.

Knowledge of all Microsoft Office applications and credit union software and/or core operating systems pertinent to completing various tasks and responsibilities of the position.

Equipment to be used in the daily performance of job duties include HP calculator, PC, and multi-function copier/scanner/fax machine is required.

EDUCATION

The minimum formal education required is a high school diploma or its equivalent. Continuing education via local conferences and workshops is required for updates on federal regulations and secondary market requirements.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described here are representative of those that an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

As required or requested, may exert up to 20 pounds of force occasionally and/or negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening.  Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources