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Specialist (Escalations), Correspondent Lending Operations

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Job ID: 1002275
Company: PHH Mortgage

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Job Description


The Correspondent Lending Escalation Specialist will operate as the primary contact responsible to resolve escalated issues regarding servicing and client invoicing. This role will also assist with identifying and designing solutions to issues with transfer of data to the servicing system. Reporting to the Senior Manager, Correspondent Communications will work to provide end to end escalations resolution and provide support for continuous improvement in our processes to ensure we mitigate future escalations.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below:

  • Communicate and evaluate servicing issues escalated from clients or internal parties, further identify the appropriate contacts in servicing to assist with resolution and follow through to resolution
  • Provide assistance with setting up client invoicing processes to show any payments going to or coming from clients
  • Collaborate with other departments to identify the desired process of communicating changes in loan details after loan purchase
  • Assist with drafting policies and procedures related to client invoicing/billing, working in conjunction with Accounting and risk teams
  • Conduct research to identify incoming escrow, servicing and post-purchase payment inquires requested by sellers
  • Work with Correspondent Sales to identify lender trends and potential solutions as you forsee potential escalations and opportunities for continuous improvement

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

  • Four year degree from accredited University
  • Minimum 4 years of experience in mortgage business, 2 years in Correspondent Lending and Servicing preferred.
  • Strong organizational and communication skills
  • Ability to communicate cross functionally with success
  • Ability to work independently in a high change and/or volume environment
  • Basic knowledge of invoicing/accounting
  • Must be proficient in MS Word and Excel for invoice tracking
  • Experience with Encompass preferred.

Training / Licensing Requirements:

  • Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.


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.

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.

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