Loan Servicing Assistant

September 15, 2021

AgFirst Farm Credit Bank provides financing, as well as a range of technology and other services, to a network of agricultural lenders in the United States and Puerto Rico. Located on Main Street in Columbia, S.C., AgFirst is committed to providing a comfortable, inclusive work environment. We believe in investing in our employees so they can help lead our $37 billion company into the future. If you are looking to fuel your professional development and gain exposure in the field of Correspondent Lending apply today!

AgFirst is seeking a Loan Servicing Assistant supports servicing of mortgage loans. Work may entail working with sub-servicers on default and/or non-defaulted loans. Responsibilities may include processing routine transactions, documenting loan history, responding to customer, investor, or other 3rd party inquiries, researching and/or preparing documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action.

Duties and Responsibilities:
Customer Service
• Answers all inbound complex pre-default mortgage specific calls routed to Correspondent Lending, by appropriately resolving / answering questions or escalating to the appropriate representative or team for resolution
• Responsible for entering, monitoring and closing cases in the Bank’s case management system
• Manage the inquiry process from borrowers and participating Associations for loans serviced by the sub-servicer
• Responsible for entering, monitoring and closing cases in the Bank’s case management system
• Create and monitor tickets in Customer Service Group (CSG) Assyst to track escalated request and complaints
• Effectively uses all systems to retrieve and maintenance key account information, as well as to track and resolve problems relating to customer accounts
• Work with sub-servicers to make adjustments, corrections, and changes to records within defined authority, and/or escalates to the appropriate level for resolution
• Responsible for reviewing and executing interest rate reduction modifications for eligible borrowers
• Responsible for reviewing and monitoring recast requests for eligible borrowers
• Maintain a working understanding of, and comply with applicable mortgage regulations and policies Primary Contact for common share voice mailbox (checks messages every two hours and before leaving for the day)
• Meet service standard requirements provided by the Manager
Operations
• Responsible for scanning interest rate executed documents to ImageFlow and ensuring sub-servicer’ systems indicate required changes
• Responsible for ensuring completed recast request are properly updated on sub-servicer’ systems
• Responsible for requesting, maintaining and reviewing investor and sub-servicer reports
• Provide reports and information requested for internal and external audits and reviews Responsible for monitoring and completing annual Amish/Mennonite review
• Provide supporting documentation to sub-servers as needed for OFAC review
• Review annual 1098 statements produced by sub-servicer
• Responsible for validating weekly on-boarding of loans shipped to sub-servicers
• Identify and monitor Sever and Total Loss claims on a monthly basis
• Monitor and forward Fannie Mae claim payments to sub-servicer for processing
• Create and monitor servicing reports as assigned by Manager
• Responsible for updating procedures as needed per regulation and investor guidelines
• Performs other duties as requested by management

Requirements:
• High school diploma
• 1-2 years of mortgage experience preferred, and 2-3 years of relevant customer service experience required
• Excellent follow-up, problem solving and analytical skills
• Excellent written and verbal communication skills
• Proficiency in various computer software programs including Microsoft Office, database management and other business applications
• Flexibility to handle constantly changing multiple priorities and work under pressure in a fast paced environment
• Ability to work with minimal supervision
• Ability to handle confidential information in a professional manner

Candidates can apply via the AgFirst careers’ website at https://www.agfirst.com/Careers/Welcome-to-AgFirst-careers.aspx