PROGRAM SPECIALIST- 1 Year Project

Wheda; Madison (WI); On-site; USD 48,000 - 58,000; Full time

Job summary

WHEDA in Madison, WI is seeking a 1 Year project Program Specialist in our Single-Family Servicing department. The role focuses on contact center customer service, payment processing, and escrow administration within compliance with WHEDA, investor and regulatory requirements.

The position requires a high school diploma or GED with 0–2 years of relevant experience. Training will be in-office initially, with potential for hybrid scheduling after completion.

Qualifications

• High School Diploma or GED plus 0–2 years' relevant experience.
• Proficiency with Microsoft Office and internet.
• Excellent verbal and written communication.
• Attention to detail and problem solving under pressure.
• Ability to work independently and maintain confidentiality.
• Knowledge of mortgage lending regulations and applicable laws.

Responsibilities

• Provide customer support for borrowers, lending partners, insurance agents, title companies, and housing authorities.
• Monitor emails, process paid in full documents, letters, satisfactions, and escrow refunds; manage address/name changes and tax/ACH setup.
• Process payoff quotes, daily posting/reconciliation of payments, and ACH/wire activities.
• Manage escrow: insurance entries, payments, force-placed insurance monitoring and setup.
• Assist with day-to-day Servicing department operations and policy updates.
• Participate in evaluating new software and formulating procedures.
• Perform other duties as assigned.

Skills

Microsoft Office

Customer service

Verbal & written communication

Attention to detail

Problem solving

Independent work

Confidentiality

Data entry

Mortgage lending regulations

Education

High School Diploma or GED

Job description

WHY WHEDA?

WHEDA serves Wisconsin residents and communities by working with others to provide creative financial and technical resources to stimulate and preserve affordable housing, small businesses, and agriculture.

WHEDA employees participate in the State of Wisconsin benefit package (https://www.wheda.com/about-wheda/careers/benefits). WHEDA offers an excellent benefits package that includes: Medical, Vision, and Dental Insurance, State Retirement plan; 457 Deferred Compensation, Group Term Life Insurance (and optional term life insurance for family members), Disability Insurance, paid sick leave, paid vacation time twenty eight (28) personal holiday hours, Twelve (12) paid legal holidays per year, tuition reimbursement program.

WHEDA is an equal opportunity and affirmative Action employer seeking a diverse and talented workforce. Veterans are also encouraged to apply.

WHEDA has a remote work policy where certain employees may enjoy a hybrid or remote work schedule, based on position and business needs. See more details below related to this specific position.

WHEDA is seeking a 1 Year project Program Specialist to join our Single-Family Servicing department in our Madison facility.

SALARY: Hiring Range for this position is from $47,589- $57,645 Annually.

Offered Salary will be based on qualifications and internal pay equity. WHEDA provides a competitive salary and WHEDA employees participate in the State of Wisconsin benefit package which includes retirement, health insurance and deferred compensation programs.

POSITION OVERVIEW:

The Program Specialist position in Servicing 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: Servicing, Payment Processing and/or Escrow Administration

ESSENTIAL DUTIES:

• 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. Handling 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: Processing incoming payoff quote requests. Daily posting/reconciliation of coupons, lockbox import, recurring and one‐time ACH export/prenote, wire posting, reviewing 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, reviewing insurance reports, and initial escrow set‐up and analysis.
• Assists in coordinating and carrying out the day‐to‐day operations of the Servicing department.
• Participates in analysis of selecting/implementing new and existing software and formulating/modifying new and existing policies, programs, and procedures.
• Performs or assists with other duties as assigned.

QUALIFICATIONS:

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

KNOWLEDGE AND SKILLS:

• 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 methodsData Entry principles
• Strong mathematical aptitude
• Mortgage lending regulations, practices, procedures, and applicable federal, state, and local laws

This position has a work schedule that will initially be 100% in-office. After training is complete, it is at the discretion of the direct manager when the employee may begin a hybrid work schedule.

APPLICATION DEADLINE:

This position will remain open until filled.

Questions may be directed to [e-mail].

This position is not eligible for a work-related immigration visa sponsorship.

We request you do not include a photo of yourself with your application for employment. Any submitted will be removed prior to viewing by hiring leaders. Thank you.

An Equal Opportunity Employer Operating Under an Affiant Plan.

To be considered for positions all applications must be complete.

Equal employment opportunity, including veterans and individuals with disabilities.