Job: Loan Servicing Specialist
Company: Acts Housing
Location: Milwaukee, WI
We are seeking an experienced
Loan Servicing Specialistto join our growing Acts Lending team. In this role, you will support families throughout the lending process-from pre-closing to final mortgage payment-while partnering with our third-party loan servicer to ensure accurate recordkeeping and data entry. You will also collaborate across departments to complete eligibility reviews for the Acts Housing's Down Payment Assistance Program.
Success will depend on your ability to collaborate with all parties involved in the loan process and to deliver a consistent experience.
Responsibilities: - Work with a third-party loan servicer to monitor the loan portfolio and provide support to families who need assistance
- Work with the homebuyer coaching department and the administration department to complete eligibility assessments for families applying for down payment assistance with Acts
- Complete timely and accurate data entry in Salesforce, Acts' customer relationship management platform, and assist with implementing CRM expansion and improvements
- Work with families to ensure they have obtained and paid for acceptable homeowners' insurance prior to closing on their mortgage and maintain insurance post-closing
- Assist families and title companies who request mortgage/grant satisfactions or payoff quotes
- Assist with creating and implementing a post-purchase education series to assist families with sustainable homeownership
- Complete required monthly and quarterly reports and review for accuracy
- Organize, file, and keep proper records of paper and digital loan, insurance, and down payment assistance paperwork
- Complete process to log new loans with accounting department and transfer loan servicing to the third-party loan servicer
- Schedule and conduct intake meetings with newly pre-approved families to help introduce them to the Lending program
- Assist with translating between Spanish-speaking families and non-Spanish-speaking Lending Department staff
- Occasional nights and weekend work to accommodate families' schedules and to represent Acts at events
Requirements: - High school graduate or equivalent, required
- Minimum 1 year of experience in mortgage lending, loan servicing or related field
- Bilingual in Spanish and English, desired
- Experience working with loan origination or underwriting software, a plus
- Ability to learn and proficiently use the Acts' CRM database and loan servicing software
- Proficiency with Microsoft Office/Google Suite
- Effective customer service skills, including demonstrating empathy with families and maintaining composure during difficult interactions
- Effective business skills, including time management, resource allocation, teamwork, and analyzing problems and implementing solutions
Benefits: Acts Housing provides a competitive pay and benefits package, including health, dental, and 401K with employer contribution.
Acts Housing provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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