OVERVIEW This position will be responsible for providing exceptional service and continuously maintaining alignment with the corporate strategy in the execution of assignments within the Real Estate Servicing team. The Senior Real Estate Servicing Specialist may be involved in (but is not limited to); Escrow processing including insurance and taxes, mortgage onboarding and processing, financial transaction activities and the processing of account maintenance. This position must work with considerable latitude in performing highly complex duties related to managing and monitoring member and partner assets and mitigating operations and financial risk within Real Estate Servicing. This position must also utilize wide-ranging experience to conduct research and problem-solving for highly complex issues. The Senior Real Estate Servicing Specialist may assist in in training of employees and maintaining processes and procedures within the Real Estate Servicing team. They will participate in process improvement initiatives focused on strengthening internal controls and providing operational efficiencies as a Subject Matter Expert (SME). The position requires providing a strong focus on quality and accuracy in order to enhance member experience. S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation. RESPONSIBILITIES Remain knowledgeable of regulatory changes affecting loan products and services adopted by federal regulatory agencies such as the Federal Reserve, the National Credit Union Administration, and the Consumer Finance Protection Board Remain current on loan servicing processes and procedures and servicing regulations for real estate Reviews, evaluates, and takes corrective action on exception reports produced by the core banking and vendor software systems Investigates and resolves member complaints and service issues related to payment and disbursement transactions, billing statements, fees, loan terms, etc. Ensures the accurate and timely closeout of paid off loans, including the release of collateral and timely cancellation of all third party loan maintenance services upon satisfactory repayment Assists with the testing, upon request, of all Core system updates and releases that directly affect loan product features and services Performs other duties as assigned, including but not limited to, special projects requiring extensive knowledge of Credit Union and department operations, policies, procedures, and regulatory compliance Reviews, edits, and processes year end data for federal tax forms such as 1098s for mortgages Exhibits excellent communication and collaborative skills while working with internal peers and external vendor representatives to identify and resolve loan related issues Effectively works cross-functionally with other divisions/departments throughout the credit unions, as directed, to assist in the planning and implementation of strategic loan related projects Answers internal and external customer inquiries through phone queue, e-mail, and any other channels in a professional and competent manner and follows all service quality standards established by the department Performs all necessary transactions to ensure accurate and timely disbursement of escrow funds to all types of insurance companies, county real estate tax offices, government agencies and others Performs periodic reviews and annual reviews of partner escrow activity for accounts maintained by all Credit Union Partners in order to ensure accuracy on the annual Escrow Analysis Statement and 1098 interest statement Completes all real estate loan servicing requests with attention to detail and with service level including (but not limited to); processing real estate loan payoffs, cancelling private mortgage insurance, loan modifications, including balloon resets, and subordinations Serves as a senior subject matter expert regarding all real estate loan servicing questions and initiatives Owns and responds to all inquiries by internal and external members of the Credit Union Partners courteously and professionally Serves as primary resource for validation, error correct, and complete transactions to ensure a seamless and accurate completion of all department projects and initiatives Ensures compliance with all State and Federal regulations as well as all Credit Union Partners policies and procedures Ensures that S3 is in compliance with regulatory requirements including (but not limited to): RESPA, Homeowner s Protections Act of 1998, SCRA, Fair Credit Legislation, and CFPB Ensures that S3 is in compliance with all Agency and Credit Union Partners requirements Analyzes processes and workflows to enhance efficiencies, timeliness, and appropriate segregation of duties Manages collateral quality as it pertains to hazard and flood insurance, real estate taxes, mortgage recording and releases, ARM rate changes, PMI notices and disbursements, and billings Maintains daily accounting and monthly reporting Prepares for and administers all escrow related functions QUALIFICATIONS Bachelor s Degree in Business, Finance, Operations, or Management preferred, or equivalent work experience Minimum 7 years of relevant work experience with direct exposure to all aspects of mortgage and home equity servicing for both conventional and government products Knowledge of applicable state and federal laws related to servicing residential mortgage and home equity loans Strong computer skills and knowledge of the Fiserv DNA platform is a plus Experience with the mortgage life cycle including an understanding of the primary and secondary markets Direct experience in servicing investor loans to include the following - Fannie Mae, Freddie Mac, Federal Home Loan Bank, FHA, and Ginnie Mae is a plus Strong workflow management skills with the ability to prioritize mandatory requirements and member service level agreements Strong communication and organization skills Ability to work in a team environment as well as independently Strong analytical and problem solving skills Ability to work in a fast paced environment Ability to work flexible hours as needed Positive attitude and team-oriented