Oversee Servicer outreach for delinquency reporting and ensure alignment with MPF and CFPB delinquency management requirements.
Analyze large datasets to identify trends, create queries in Microsoft Access, and provide insights for strategic outreach and performance improvement.
Support Default Management with ad-hoc reporting and monthly reporting activities
Manage investor and servicer inquiries via ServiceNow and Microsoft Teams, ensuring prompt issue resolution and thorough documentation.
Research and resolve complex inquiries, escalating issues beyond expertise as needed.
Cross-train within MPF Operations to enhance internal and external customer support.
Lead ad-hoc projects related to MPF Operations.
Education & Experience:
Proficiency in Microsoft Office, especially Access, Excel, and Teams.
Strong understanding of the delinquency life cycle and loss mitigation alternatives (modifications, forbearance, etc.).
2-5 years of mortgage, banking, or financial services experience; 3-5 years in customer service.