MUFG Union Bank Mortgage Servicing Rights Specialist in San Diego, California
Discover your opportunity with Union Bank® and become a part of one of the world’s leading financial groups. Union Bank is a member of Mitsubishi UFJ Financial Group (MUFG), the world’s 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. At Union Bank, we aim to be the premier and most-trusted West Coast bank, serving customers with high-touch, local delivery and global capabilities as we leverage our rich, 150-year history. This is all part of our inclusive, high-performing culture supported by competitive Total Rewards, including our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.
This position is responsible for providing high quality service to Mortgage Servicing Rights (MSR) purchase entities as well as the Servicing division. The Associate handles service inquiries include servicing inquiries, transaction requests, and reviews and processes customer requests with complete accuracy and timeliness. The Associate partners with the MSR purchase entity to assist Servicing with various tasks including processing an OFAC check on all purchased loans, and resolving any open issues with the OFAC office, assisting with the translation and file naming conventions of the prior servicers loan documents. The individual is also responsible for handling inquiries and escalations on routine and complex issues. This position requires extensive knowledge of Mortgage Servicing, Bank policy, practices, and standards to resolve problems, answer questions, handle transactions, arrange for special requests, and make decisions under assigned authority.
Customer Service 75%:
Acts as a liaison between business units and seller/servicer to research and resolve servicing transfer related issue.
Ability to manage and prioritize competing project responsibilities, while ensuring that established service levels are met.
Actively identifies client needs and ensures requests are fulfilled completely, correctly and within service standards.
Develops solutions to a variety of complex problems; may refer to established precedents and policies.
Responds to clients for escalated issue resolution which may include partnering with outside departments.
Directs the customer conversation in order to identify needs, provide correct answers, and complete requests efficiently which may include problem resolution, handing service complaints, and coordinating with various bank departments in the identification and resolution of operational issues.
Demonstrates accuracy, excellent follow-up skills, accountability and ownership of each client request.
Ensures authentication and entitlement is established and all risk controls are followed.
Documents actions in case/interaction notes.
Collaborates, establishes and maintains excellent working relationships with colleagues, sharing best practices to enhance the client experience. Performs other duties/special projects for the department as required.
Risk Management / Administrative 25%:
Assists with new hire onboarding training.
Familiarity with general loan servicing and investor reporting practices as it relates to residential loan servicing.
Ability to apply lessons learned in establishing and refining project management best practices.
Stays abreast of policy and practices by participating in training, huddles, and reading job related communications.
Requires complete understanding and application of principles, concepts, bank practices and standards.
Consistently meets individual performance standards for attendance, timeliness, quality, efficiency, and schedule adherence.
Understands and utilize bank documents and agreements to make decisions and analyze risk in order to accommodate client requests.
Performs other duties/special projects for the department as required.
High School diploma required.
Excellent communication skills required.
Able to work independently with maximum efficiency.
Ability to prioritize and organize multiple tasks with strong computer skills and knowledge of Microsoft Office Suite.
Ability to develop system queries to analyze and answer servicing transfer project related questions/inquiries is preferred.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.