Loan Servicing Escrow Tax Specialist I or II (R0006257) – Federal Way, WA 98003

EO/AA Employer including Vets and Disabled

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

Job Description Summary

Loan Servicing Escrow Tax Specialist I

The Escrow Tax Specialist I is an entry level position responsible for monitoring and updating the Loan Servicing system with various tax monitoring information, to include disbursements, research and reporting on residential and consumer loans. This position also performs other Escrow Administration functions as assigned. In all interactions the Specialist must provide accurate and timely information with excellent customer service for both internal and external customers, adhering to applicable regulations and requirements. They are responsible for providing an outstanding customer service experience for loan customers, third party requestors and internal HomeStreet staff.

Loan Servicing Escrow Tax Specialist II

The Escrow Tax Specialist II is responsible for monitoring and updating the Loan Servicing system with various tax monitoring to include disbursements, research and reporting along with associated tax functions on residential and consumer loans. This position also performs other Escrow Administration functions as assigned. In all interactions the Specialist must provide accurate and timely information with excellent customer service for both internal and external customers, adhering to applicable regulations and requirements. They are responsible for providing an outstanding customer service experience for loan customers, third party requestors and internal HomeStreet staff.

The Tax Specialist II is able to handle more in-depth, complex and confidential loan inquiries and work with a higher level of independence, participate in new employee training, procedure reviews and department projects which recognizes additional training, skills, experience and performance in this position.

Job Details

PRIMARY FUNCTIONS:

Loan Servicing Escrow Tax Specialist I

  • Process Tax payments on residential loans. Includes delinquency tracking, assessment tracking, and miscellaneous tax disbursements.
  • Follow established procedures in authenticating customers and ensure customer confidentiality.
  • Monitor new loan set-up for:
    • Accurate tax payees, due dates, and collection amounts in line with investor and regulatory guidelines
  • Respond to and provide information to customers (internal and external) on a wide variety of mortgage loan servicing escrow topics, to include: property taxes, insurance, optional insurance (Life/Disability), escrow analysis, loss claims, property taxes and other escrow related topics.
  • Accurate and timely payment of property taxes through the following:
    • Promptly contact taxing agencies for the timely and accurate updating of tax information, to include disbursement amounts, and accurate payee information.
  • Update the loan servicing system with accurate and thorough processing notes when applicable.
  • Professionally and courteously handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
  • Assist with initial contact for hazard losses on residential loans to ensure property is repaired in accordance with Bank, investor and regulatory guidelines.
  • Promptly prepare and image documents, files, and miscellaneous items.
  • Must demonstrate excellent customer service skills to include patience, tact, empathy and problem solving skills when dealing with customers, taxing authorities and vendors.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and HomeStreet Bank, offering options and alternatives to best fit the situation.
  • Resolve basic customer issues and escalate cases when appropriate.
  • May participate in projects as assigned by the supervisor.
  • Work in a positive environment with internal Loan Servicing and HomeStreet partners.
  • Willing to assume other duties/projects as assigned.

Loan Servicing Escrow Tax Specialist II

  • Follow established procedures in authenticating customers and ensure customer confidentiality.
  • Process tax payments on residential loans. Includes delinquency tracking, assessment tracking, and miscellaneous tax disbursements.
  • Monitor new loan set-up for:
    • Accurate tax payees, due dates, and collection amounts in line with investor and regulatory guidelines
  • Accurate and timely payment of property taxes through the following:
    • Promptly contact taxing agencies for the timely and accurate updating of tax information, to include disbursement amounts, and accurate payee information.
  • Able to research and respond to and provide information to customers (internal and external) on a wide variety of more complex mortgage Loan Servicing topics, to include: property taxes, insurance, optional insurance (Life/Disability), escrow analysis, loss claims, and other related topics.
  • Research and resolve more complex customer issues independently and escalate cases when appropriate.
  • Cross train and provide back-up for other positions within the Escrow Admin. department.
  • Participates in procedure reviews and updates.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Able to take the lead to resolve more in-depth and complex service issues by clarifying the customer’s concerns, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting corrections or adjustments and following up to ensure resolution.
  • May participate in system testing required for projects (system upgrades/enhancements) and/or acquisitions.
  • Assist in the initial contact, and minor processing of more complex hazard losses on residential loans ensuring property is repaired in accordance with Bank, investor and regulatory guidelines.
  • Accurately prepare and image documents, files, and miscellaneous items.
  • Must demonstrate excellent customer service skills to include patience, tact, empathy and problem solving skills when dealing with customers, taxing authorities and insurance agents/companies.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and HomeStreet Bank, offering options and alternatives to best fit the situation.
  • Handle critical deadlines and projects as assigned by the supervisor.
  • Work in a positive environment with internal Loan Servicing and HomeStreet partners.
  • Willing to assume other duties/projects as assigned.

    QUALIFICATIONS:

    Loan Servicing Escrow Tax Specialist I

  • A minimum of one year Loan Servicing and office experience preferred.
  • High School degree required.
  • Proficient in Microsoft Word, Outlook and Excel.
  • Mortgage and consumer loan experience preferred; insurance, taxes, loss drafts, loan originations or escrow/title experience preferred.
  • Excellent customer service skills; May have occasion to meet with customers on insurance claims or to resolve servicing related issues.
  • High accuracy level in completing responsibilities with strong attention to detail, problem solving, and strong organizational skills.
  • Ability to communicate clearly and professionally, both verbally and in writing; to include manager, co-workers, internal departments, and external customers.
  • MSP Servicing system experience preferred.
  • Bi-lingual proficiency (Spanish) preferred.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers. Maintain a pleasant, patient and friendly attitude.
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Regular and punctual attendance.
  • Be a self-starter; possess a strong work ethic and team player mentality.
  • Strong ability, desire and enjoyment in working with other employees and customers in a cooperative and friendly spirit.
  • Able to learn quickly and work within deadlines. Ability to multi-task and prioritize work load.
  • Possess good judgment, ability to accept responsibility and handle confidential information.
  • Ability to accept and facilitate change, whether indicated by corporate needs, market or regulatory requirements.
  • Willingness to assume additional duties/projects as they arise.

    Loan Servicing Escrow Tax Specialist II

  • A minimum of two years Loan Servicing experience preferred with a focus on Escrow Administration experience preferred.
  • High School degree required, some college or Associates of Arts preferred.
  • Training classes and/or certification in related lending, origination or servicing operations preferred.
  • Proficient in Microsoft Word, Outlook and Excel.
  • Mortgage and consumer loan experience required; insurance, taxes, loss drafts, loan originations or escrow/title experience preferred.
  • Excellent customer service skills; May have occasion to meet with customers on insurance claims or to resolve servicing related issues.
  • MSP Servicing system experience preferred.
  • Ability to communicate clearly and professionally, both verbally and in writing, at all levels: to include manager, co-workers, internal departments, and external customers.
  • Experienced in handling a wide range of customer interactions including potential to handle difficult customer situations as well as explain complex loan information.
  • High accuracy level in completing responsibilities with strong attention to detail, problem solving, and strong organizational skills.
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Must be a self-starter; possess a strong work ethic and team player mentality.
  • Strong ability, desire and enjoyment in working with other employees and customers in a cooperative and friendly spirit.
  • Able to learn quickly and work within deadlines. Ability to multi-task and prioritize work load.
  • Bi-lingual proficiency (Spanish) preferred.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers. Maintain a pleasant, patient and friendly attitude.
  • Ability to work independently with good problem solving, research, and decision making abilities.
  • Possess good judgment, ability to accept responsibility and handle confidential information.
  • Ability to accept and facilitate change, whether indicated by corporate needs, market or regulatory requirements.
  • Willingness to assume additional duties/projects as they arise.
  • Regular and punctual attendance.

    Physical Considerations (All):

    Good vision and hearing (corrected if necessary), able to sit for long hours, manual dexterity to include but not limited to, filing, reaching, and bending. Ability to lift 25 pounds.

    Work Environment (All):

    Hours: 8:00 a.m. to 5:00 p.m. Ability to work overtime as needed.

    This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

Area

Administrative and Business Operations (Sales)

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