Mortgage Servicing Sr. Specialist - On-Site Omaha NE

Fnbo---First-National-Bank-of-Omaha-1; Omaha (NE); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with Match

Time Off

HSA/Dependent Care

Employee Banking

Growth Opportunities

Tuition Assistance

Disability Insurance

Job summary

FNBO is seeking a Mortgage Servicing Operations professional in Omaha to deliver easy, helpful service to bank partners and customers. You will process daily servicing tasks, balance workloads with teammates to meet deadlines, and maintain confidentiality while handling loan information.

Ideal candidates will resolve inquiries using ICE MSP and other systems, support escrow and payoff processing, and help identify servicing trends to improve efficiency and accuracy.

Qualifications

• Empathetic phone etiquette demonstrated in customer interactions.
• Clear verbal and written communication skills essential for service delivery.
• Ability to exercise independent judgment within policies while solving customer needs.

Responsibilities

• Provide operation support within mortgage servicing functions (payment, escrow, onboarding, payoff).
• Handle inbound/outbound calls to resolve servicing inquiries with a personal approach.
• Maintain confidentiality and accuracy in processing transactions and reviewing loan details.
• Meet deadlines with appropriate urgency and balance workloads with teammates.
• Identify and communicate servicing issues and trends to improve processes.
• Use ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems to resolve inquiries.

Skills

Empathetic phone etiquette

Clear communication (oral)

Written communication

Independent judgment

Team collaboration

Detail orientation

Education

HS Diploma or GED

Tools

MS Office

Outlook

Excel

Job description

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.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.About This Role:Job Specific Responsibilities/Accountabilities:1. Provide operation support within one or more of the following mortgage servicing functions: payment processing, escrow processing, new loan onboarding & payoff processing.2. 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.3. Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.4. Maintain customer confidentiality and confidence while performing servicing functions and conversations.5. Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.6. Meet deadlines with an appropriate sense of urgency.7. Identify and communicate servicing issues and trends.8. Resolve customer questions and requests by using the ICE MSP, Lereta, Empower, Foundation, FirstWork and eGain systems.9. Track work volume related to your specific job duties on an ongoing basis.10. Cross train for coverage of additional roles within the Mortgage Servicing Team.11. Review mail received for servicing team, scan and organize mail for team.12. Order supplies needed for onsite team and work.13. Assist remote team members with anything needing printed, scanned or mailedThe Ideal Candidate for This Role:Minimum Qualifications:1. HS Diploma or GED2. Working knowledge of MS Office products, Outlook and Excel etc.3. Previous experience in Mortgage Servicing Operations / Origination or Real Estate Transactions is preferred.Key Skills:1. Demonstrate empathetic phone etiquette and ability to walk in the customer’s shoes when faced with difficult situations to create positive outcomes.2. Clear oral and written communication skills.2. Ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.3. Ability to work independently in diverse fast-paced environment while meeting service level expectations and regulatory requirements.4. Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.5. Detail oriented with an understanding of basic balancingPhysical 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:We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:Medical, Dental, Vision Insurance401k, With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceLearn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/ .To obtain compensation and benefit information related to this specific role, e-mail FNBO at [e-mail] . To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.Job number: R-20261843Equal 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.Learn more here.FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.Click here to download 'EEO is The Law' Self-Print PosterClick here to download 'EEO is The Law' Supplement for Federal ContractorsClick here to download 'EEO is The Law' GINA SupplementFNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDICFNBO 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.