Sr. Specialist, Mortgage Servicing

<h4><strong>Are you looking for the opportunity to do challenging and meaningful work in an environment that encourages ongoing learning, development and career growth? Do you thrive on making a positive impact in our community? Do you believe a company can elevate the spirit and quality of life for others?&nbsp;</strong></h4>


First National Bank of Omaha

<p class="p1"><strong>Grow Your Career with FNBO! </strong><br /><br /><strong>At First National Bank of Omaha (FNBO), we like to think of ourselves as the &ldquo;great big, small bank,&rdquo; large enough to provide the expertise and resources necessary to handle any financial need, yet small enough to know our customers personally. We are a subsidiary of First National of Nebraska, with nearly 5,000 employees and $30 billion in assets. With more than 100 retail banking locations in Nebraska, Colorado, Illinois, Iowa, Kansas, South Dakota, Texas and Wyoming, we help our customers and communities to succeed by focusing on building relationships at a local level.</strong><br /><br /><strong>We have a history of doing what&rsquo;s right for our customers, employees, shareholders and the communities we serve. Whether you're just beginning your career or taking it to the next level, you'll find your fit here.</strong></p>

keywords: position summary,position details,customer service,support,performance,education & experience,skills,diversity

Full time

Overview: <br /> <p><strong>At FNBO, our employees are the heart of our story&mdash;and we&rsquo;re committed to their success! Please see below the details of this career opportunity and how it fits into our organization&rsquo;s success.</strong></p> <p>&nbsp;</p> <p><strong>Our Modern, Flexible Workplace:</strong></p> <p><strong>&nbsp;</strong></p> At First National, we believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to collaborate and connect with customers and coworkers. <p>&nbsp;</p> It is anticipated that an incumbent in this role will work onsite 100% of the time and will have a dedicated workspace. Work location is subject to change based on business needs. <p>&nbsp;</p> <p><strong>About this Role:</strong></p> <p><strong>&nbsp;</strong></p> Responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. Accurately process daily maintenance and/or requests for Mortgage Loan Operations. Work collaboratively with teammates to balance workloads and meet daily deadlines. <p>&nbsp;</p> <p>&nbsp;</p> <p><strong>This is an onsite position located in Omaha, NE.</strong></p>
Responsibilities: <br /> <ul> <li>Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan set onboarding, investor reporting, payoff quotes and processing and ordering of loan files.</li> <li>Receive incoming telephone calls from internal and external customers to resolve mortgage servicing-related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.</li> <li>Maintain a professional and courteous working relationship with internal and external customers, team members, partners, and management.</li> <li>Maintain customer confidentiality and confidence while performing servicing functions and conversations.</li> <li>Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.</li> <li>Meet deadlines with an appropriate sense of urgency.</li> <li>Identify and communicate servicing issues and trends.</li> <li>Resolve customer questions and requests by using the Harland, Lereta, Empower, Foundation, First Work, and eGain systems. &nbsp;</li> <li>Track work volume related to your specific job duties on an ongoing basis.</li> <li>Cross-train for coverage of additional roles within the Mortgage Servicing Team.</li> <li>Occasional light lifting needed for payoff file boxes approx. 25 lbs.</li> </ul>
Requirements: <br /><strong>Basic Qualifications:<br /></strong><br /> <ul> <li>HS Diploma or GED</li> <li>Working knowledge of MS Office products, Outlook and Excel, etc.</li> <li>Previous experience in Mortgage Servicing Operations/Origination or Real Estate Transactions is preferred.</li> </ul> <br /><br /><strong>Additional Qualifications:</strong><br /><br /> <ul> <li>Demonstrate empathetic phone etiquette and ability to walk in the customer&rsquo;s shoes when faced with difficult situations to create positive outcomes.</li> <li>Clear oral and written communication skills.</li> <li>Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.</li> <li>Ability to work independently in a diverse, fast-paced environment while meeting service level expectations and regulatory requirements.</li> <li>Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.</li> <li>Detail-oriented with an understanding of basic balancing.<br />&nbsp;</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p> <p><strong>Equity, Diversity, &amp; Inclusion:</strong></p> <p>&nbsp;</p> <p>FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has the opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.</p> <p>&nbsp;</p> <p>See the full <strong>FNBO Equity, Diversity, &amp; Inclusion Statement</strong> <a href="" target="_blank" rel="noopener noreferrer">here</a></p> <p>&nbsp;</p> <p>All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.</p> <p>&nbsp;</p> <p><a href="" target="_blank" rel="noopener noreferrer"><u>Click here</u></a> to download <strong>'EEO is The Law' Self-Print Poster</strong></p> <p><a href="" target="_blank" rel="noopener noreferrer"><u>Click here</u></a> to download <strong>'EEO is The Law' Supplement for Federal Contractors</strong></p> <p><a href="" target="_blank" rel="noopener noreferrer"><u>Click here</u></a> to download <strong>'EEO is The Law' GINA Supplement</strong></p>