PROGRAM SPECIALIST

About the Role

WHEDA is seeking a Program Specialist for a 1 Year Project to join their Single-Family Servicing department.

Salary

Hiring Range: $47,589 - $57,645 Annually. Offered salary will be based on qualifications and internal pay equity.

Position Overview

The Program Specialist is responsible for contact center customer service, payment processing, escrow administration, and loan satisfaction within compliance with WHEDA, investor, and regulatory requirements. Competency in one or more of the following specialties is required: Servicing, Payment Processing, and/or Escrow Administration.

Key Responsibilities

• Provide customer support for borrowers, lending partners, insurance agents, title companies, and/or housing authorities.
• Servicing:
• Monitor incoming emails to shared email box.
• Review and process paid in full documents, letters, satisfactions, and escrow refunds.
• Handle entry and payment of bills for corporate advances.
• Account maintenance: mailing address updates, name changes, property tax and ACH setup, returned/undeliverable mail.
• Payment Processing:
• Process incoming payoff quote requests.
• Daily posting/reconciliation of coupons, lockbox import, recurring and one-time ACH export/prenote, wire posting.
• Review payment reports, batch balancing, housing assistance, remote capture deposit, and cash balancing.
• Escrow Administration:
• Daily hazard insurance entry.
• Weekly insurance payment, private mortgage insurance payment and cancellation.
• Force placed insurance monitoring/cancellation/payment.
• Review insurance reports.
• Initial escrow set-up and analysis.
• Assist in coordinating and carrying out the day-to-day operations of the Servicing department.
• Participate in the analysis of selecting/implementing new and existing software and formulating/modifying new and existing policies, programs, and procedures.
• Perform or assist with other duties as assigned.

Requirements & Tech Stack

• Proficiency with computer software, Microsoft Office, and the internet.
• Customer service principles.
• Excellent verbal and written communication skills, including preparation of business correspondence.
• Attention to detail and ability to troubleshoot for process improvement.
• Problem-solving skills and ability to work under pressure.
• Successful prioritizing and management of work projects.
• Ability to work independently and efficiently.
• Strong adherence to confidentiality in working with clients and vendors.
• Data collection and research methods.
• Data Entry principles.
• Strong mathematical aptitude.
• Knowledge of mortgage lending regulations, practices, procedures, and applicable federal, state, and local laws.

Qualifications

• High School Diploma or G.E.D.
• 0-2 years of relevant experience; OR equivalent combination of education and experience.

Work Schedule

• Initially 100% in-office.
• After training, a hybrid work schedule may be available at the discretion of the direct manager.