Purpose:
The Mortgage Support Specialist is responsible for performing a wide variety of administrative tasks to ensure Mortgage Operations are provided in an effective and efficient manner. The Specialist will be acting as either the primary or backup individual responsible for the duties listed below.
Responsibilities:
Provides in-office support services to ensure efficiency and effectiveness within the Mortgage Department
Prepares loan lists for upload to print & mail vendor's FTP site and reviews them to be released for processing
Processes USPS returned mail as well as NCOA & CASS return reports. Update the Mortgage Servicing Platform
Prepares termination change forms and make sure all information is accurate
Prepares and provides responses for RTA Estoppel requests
Prints, scans, and mails letters received or sent by the Mortgage Department.
Maintains updated contact information for legal and Cease and Desist accounts.
Assists with creation, processing, and auditing of Revision forms.
Manages and documents daily correspondence that comes into Mortgage.
May assist with the research and preparation of debt validation requests.
Daily, enters notes received from external collector into the Mortgage Servicing Platform. Also acts as their primary servicing contact.
Manages the coding and handling of loans assigned to External Collections
Monitor multiple team email inboxes and Salesforce cases to ensure responses are completed within the appropriate timeframe, including VOA's, account changes, ARM loan letters, SCRA processing, marriage/death certificates, etc. and assists as needed depending on current volumes
Provides weekly and monthly reporting for the Mortgage Department; must be flexible in accommodating ad-hoc reporting requests.
Complete special projects and miscellaneous tasks assigned by Manager or Director.
Prepares and sends out the rejected payoff quotes from BGO
Gathers and communicates the daily reversal report for the Customer Service Team
Monitors the External Collections settlement process for loans that need to be closed out
Gathers and communicates the Customer Service and Maintenance Fee scorecards from Call Miner
Prepares the monthly SDR for the Director of Collectors
Prepares the Director's monthly dashboard outside of Collections including Customer Service data
Prepares and sends on-demand monthly and quarterly invoices to external vendors
Prepares and sends the monthly Experian phone number scrubs
Assists the Supervisors with the review and audit of Extensions
Gathers data and prepares the quarterly email campaign data
Submits equipment orders for new hires and replacements
Submits with new hire and existing access tickets
Reviews the monthly collection queues for accuracy and evenness and makes recommended adjustments
Prepares and communicates the bi-weekly zero call reports for collections
Listens to calls and provides coaching recommendations to the Collections and Customer Service Supervisors
Requirements: High School Diploma or equivalent
2 years of administrative experience
Strong computer skills with proficiency in Microsoft Outlook, Word, and Excel. Ability to create and modify documents in Adobe Pro. Knowledge of Mortgage customer care and loan servicing policies and procedures. PCI compliance, NACHA rules
A detail-oriented associate with strong organizational skills. Ability to multi-task, prioritize and communicate professionally with internal team members and external vendors.
Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW
At Bluegreen Vacations, the health, safety and wellbeing of our associates, owners and guests are a top priority. We promote fresh air and good hygiene, take great care to properly clean and sanitize our facilities, and offer associate benefits such as paid vacation and sick time, and paid time off to get your COVID-19 vaccine. We are all in this together!
