Servicing Research & Response Specialist
Flagstar Bank FSB

Troy, Michigan

Posted in Banking
12 days ago


This job has expired.

Job Info


Job Summary
The Servicing Research Specialist is responsible for researching and resolving inquiries from customers and internal departments on mortgage loan transactions. This position will review the request that could be submitted through mail, email or phone inquiry, input the request into a tracking system for prioritization, research the issue through the mortgage loan systems and present the resolution to the customer, all within established timelines. This position will be responsible for communicating clearly to the customer in writing the resolution of the issue in order to satisfy the customer. Will also collaborate with internal departments on resolving issues and will identify opportunities for improving the day to day processes of the unit.

Job Responsibilities:

Researching transactions and inquiries from internal and external customers:

  • Daily review of assigned tasks and ensure completion within defined timeframe
  • Work with internal and external customers to resolve their issues quickly, ensuring a high degree of responsiveness, accuracy, and accountability
  • Provide updates to internal and external customers, as needed
  • Stays abreast of processes effecting all servicing areas (escrow, taxes, insurance, special loans)
  • Responds to internal requests for research, ensuring that the proper expectations for resolution are provided
  • Provide resolution and response to customer inquiries, including general correspondence, qualified written requests, notice of errors, requests for information
  • Ensure research activities are performed in compliance with all processes and procedures
  • Ensure processes and procedures are updated and properly documented


Communication and Development
  • Establish cross-functional relationships with other departments and management to ensure proper understanding of processes and procedures
  • Maintain communication with functional team members to ensure issues are resolved consistently and within established guidelines
  • Recommend and document opportunities for process improvement and new procedures


Perform other duties as assigned

Adhere to all regulatory and compliance issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank.

Job Requirements:

Bachelor's Degree or 5 years of comparable work experience required

Customer Service and Business Writing training preferred

5+ years of comparable work experience in Mortgage Servicing and/or Origination

Ability to demonstrate proficiency use of MSP Online Letter Writer and Director

Strong verbal and written communication skills

Strong attention to detail

Basic knowledge of the mortgage servicing industry

Proficiency in Word

Proven ability to solve problems and provide solutions to issues

Proven success collaborating with others

Ability to work with a sense of urgency


This job has expired.

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