Associate II, BPS Client Service & Support

About the Role

• Reviews, analyzes, and interprets correspondence related to account maintenance.
• Completes account maintenance.
• Meets production standards for account servicing tasks.

Key Responsibilities

• Ensures loan applications comply with governmental regulations and requirements by reviewing complex legal documents and regulatory requirements.
• Performs quality control on new and existing loans using internal reports and loan documentation to verify data input is correct and documents accurate and in regulatory compliance.
• Communicates professionally with clients and third parties through multiple channels (phone, email, workflow tools).
• Researches and resolves internal and externally submitted account questions and problems.
• Performs high risk task processing including maintenance on accounts having regulatory or monetary implications, e.g., payment/research corrections, credit bureau dispute research, Reg Z disputes, loan payoff processing, fee processing, loan modifications.
• Processes loan payoff requests.
• Processes paid loans.
• Follows up on insurance information, and processes insurance on accounts.
• Processes payments and payment exceptions.
• Performs escrow analyses.
• Prepares and executes annual escrow analyses.

Requirements & Tech Stack

No specific technologies or tools were explicitly mentioned beyond communication channels.

Qualifications

• Results Orientation
• Customer Focus
• Fostering Relationships
• Effective Communication – Written and Oral
• Strong questioning, negotiating/probing skills
• Resilience and Motivation
• Attention to Detail and Quality Orientation
• Assimilate and Analyse Information – Problem Solving