Mar 26, 2020

Loan Servicing Specialist 4

  • Wells Fargo
  • West Des Moines, IA, USA

Job Description

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.
Responsible for reviewing, researching, processing, and responding to moderate to complex written and phone inquiries from customers, title companies, vendors, and internal personnel pertaining to loans and various areas of within loan servicing. Functions include: ordering and processing of loan disbursements, payoffs, demands and payment requests; payment and invoice research; assisting in monitoring loan draw requests; completing disbursement audits; providing rate quotes; preparing loan reconciliations; researching and compiling data for management reports; performing modifications and renewals; Input data and process information into the system of record; may perform procedures related to advances and pay downs, funds wiring and disbursement process, and processing of payment requests. Within the commercial business is responsible for complex payment processing, ground rents, cash managed loans, and complex tax transactions. May provide
work direction and training to other loan servicing team members.
• Make outbound calls to customers to resolve research requests or gather additional information needed to complete a servicing request
• May take inbound return calls from customers we reached out to for information
• Take inbound calls from internal business partner to answer questions and help resolve customer concerns
• Must be able to shift back and forth between work in queue and incoming/outbound calls to cover dedicated phone support line as well as internal work
• Must have excellent verbal communication skills and ability to articulate root cause of customer inquiry, best possible solution, and outline all required action to representative and/or customer, other departments, managers, legal or vendors to resolve customer issues
• Representative must identify and escalate trends in the calls being received as well as potential procedure changes
• Must be able to understand and comply with the rules and regulations around inbound/outbound calls
• Complete other tax processes as needed
• Primary function will be to work with real estate taxing authorities, internal and external customers to research, pay, and mitigate risk in loss of 1st lien position
• Performs a variety of operational tasks - Interact with taxing authorities, third parties, attorneys, internal departments and Wells Fargo homeowners
• Takes accountability for entire process from receipt of work to resolution and closure
• Uses multiple online systems, such as, CHUCKY, Filenet and Fidelity
• Works under general supervision following established procedures
• Provide support to mortgage customer service in the resolution of tax and mortgage insurance related customer inquiries
• Analyze and prevent tax penalties
• Analyze, research, and root cause complex research issues
• Maintain a professional and courteous working relationship with other internal departments, taxing authorities, attorneys, third parties and Wells Fargo homeowners
• Meet all deadlines to ensure all tax sales have been completed
• Other duties as assigned
Shift hours are the following:

Required Qualifications
  • 1+ year of experience in one or a combination of the following: customer service, loan administration, collections, or sales environment demonstrated through work or military experience

Desired Qualifications
  • Intermediate Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications
• Ability to interact with all levels of an organization
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere 6+ months of mortgage experience and/or tax knowledge
• Experience resolving and working through escalated and complex issues
• 1+ yrs Direct customer service or Phone exp
• Ability to prioritize work, meets deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Strong research skills
• Strong organizational, multi-tasking, and prioritizing skills
• Full understanding of WFRETS process
• BS/BA degree or higher

Job Expectations
  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Street Address
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.



Security Clearance

NO Security Clearance

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