Mortgage Servicing Sr. Specialist - On-Site Omaha NE

First National Bank of Omaha; Omaha (NE); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401k with Matching Contributions

Time Off Programs

Health Savings Account (HSA)/Dependent

Employee Banking Growth Opportunities

Tuition Assistance

Short-Term/Long-Term Disability

Job summary

First National Bank of Omaha is seeking an onsite Mortgage Servicing Operations professional to provide exceptional customer service and accurate processing of daily mortgage maintenance tasks. You will collaborate with teammates to balance workloads and meet daily deadlines while ensuring confidentiality and data integrity.

The role emphasizes empathy in customer interactions, strong communication, and the ability to work independently in a fast-paced environment.

Qualifications

• HS Diploma or GED is required.
• Basic MS Office, Outlook and Excel knowledge is required.
• Experience in Mortgage Servicing Operations or Real Estate transactions is preferred.

Responsibilities

• Provide operation support within mortgage servicing functions: payment, escrow, onboarding & payoff processing.
• Answer inbound calls and make outbound calls to resolve servicing inquiries using multiple systems.
• Maintain professional relationships with customers, teammates and management.
• Protect customer confidentiality while performing servicing tasks.
• Process transactions with attention to detail and accuracy.
• Meet deadlines with urgency and communicate servicing issues/trends.
• Resolve questions using ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain.
• Track workload and participate in cross-training for coverage.
• Review mail for the servicing team and organize scanned/mail materials.
• Order supplies for onsite team and assist remote teammates with printing/scanning/mailing.

Skills

Empathetic phone etiquette

Clear communication

Independent judgment

Independent work

Team collaboration

Attention to detail

Education

HS Diploma or GED

Tools

MS Office

Outlook

Excel

Job description

About This Role

Summary of the Job: Responsible for providing exceptional customer service for Mortgage Loans to all bank partners and customers that is easy, helpful and personal. Accurately process daily maintenance and/or requests for Mortgage Loan Operations. Work collaboratively with teammates to balance workloads and meet daily deadlines.

Job Specific Responsibilities/Accountabilities

• Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan onboarding & payoff processing.
• Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries ensuring every exchange is as easy, helpful and personal as possible. Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.
• Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.
• Maintain customer confidentiality and confidence while performing servicing functions and conversations.
• Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.
• Meet deadlines with an appropriate sense of urgency.
• Identify and communicate servicing issues and trends.
• Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems.
• Track work volume related to your specific job duties on an ongoing basis.
• Cross train for coverage of additional roles within the Mortgage Servicing Team.
• Review mail received for servicing team, scan and organize mail for team.
• Order supplies needed for onsite team and work.
• Assist remote team members with anything needing printed, scanned or mailed.

The Ideal Candidate for This Role

• Minimum Qualifications: HS Diploma or GED
• Working knowledge of MS Office products, Outlook and Excel etc.
• Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.

Key Skills

• Demonstrate empathetic phone etiquette and ability to walk in the customer’s shoes when faced with difficult situations to create positive outcomes.
• Clear oral and written communication skills.
• Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.
• Ability to work independently in diverse fast-paced environment while meeting service level expectations and regulatory requirements.
• Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.
• Detail oriented with an understanding of basic balancing

Physical Demands

Occasional light lifting needed for payoff file boxes approx. 25 lbs.

Candidates must possess unrestricted work authorization and not require future sponsorship.

Work Environment

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.

Compensation and Benefits Overview

• Medical, Dental, Vision Insurance 401k, With Matching Contributions Time Off Programs Health Savings Account (HSA)/Dependent Care Employee Banking Growth Opportunities Tuition Assistance Short-Term/Long-Term Disability Insurance

Equal Opportunity & Belonging

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.

Grow Your Career with FNBO

For 170 years, our holding company - First National of Nebraska (FNNI) - has grown to more than 4,500 employees with locations in nine states and $35 billion in assets. We are proud to serve our customers and communities with banking offices located in Nebraska, Colorado, Illinois, Iowa, Kansas, Missouri, South Dakota, Texas and Wyoming. FNBO (First National Bank of Omaha) believes that a bank should be a force for good in the world; to positively influence the lives of our employees, customers and the success of the communities we serve. Whether you're just beginning your career or taking it to the next level, you'll find your fit here.

Bilingual Careers Internships & Trainee Program

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.