Who is Quorum
Quorum Federal Credit Union is a national employer of choice that attracts, develops, enables, and retains the right resources to drive the organization forward. We are a human-centered organization that delivers a positive work journey and is committed to enhancing the lives of our employees and helping them to grow personally and professionally. We offer a unique value proposition to employees including Total Rewards, Work Journey, Work Paradigm, and Q-DNA to improve work-life balance and help employees live happier, more productive lives while contributing to our mission.
Job Description Summary
The Investor Services Specialist II reports to the Real Estate Loan Servicing Manager and supports our Investor-Partner portfolios by coordinating with our clients, vendors, internal partners, and reporting groups to help manage the day-to-day servicing of loans according to best practices and investor driven guidelines. The daily duties for this role include but are not limited to, executing on strategic objectives, collaborating with outsourced partners, and performing routine servicing functions specific to investor sales and servicing.
This position requires critical thinking and research skills, high standard of quality and accuracy, professionalism in communication and the ability to work independently and confidently. The Investor Services Specialist II works with the Real Estate Servicing Manager to support the organizational goals of providing digital frictionless solutions that in turn enable our members and partners to have an exceptional service experience.
Key Job Responsibilities and Accountabilities
Assist the Real Estate Loan Servicing Manager by supporting the day-to-day servicing operations for our Investor loan portfolios including but not limited to, managing all interactions with third-party vendors for responsibilities that have been outsourced.Act as a client advocate within the Servicing Organization by prioritizing Investor strategic objectives.Performs thorough review of monthly remittance reporting, leveraging data audit resources, and collaborates with Digital teams to ensure timely delivery of monthly reporting.Ensures that any issues related to monthly reporting have been addressed in a timely manner and that the resolutions are in place and communicated to Investors within the SLA.Provides quality service and support to Investors by addressing higher-level inquiries, complex servicing related requests and escalated matters requiring detailed research and resolutions.Manages the processes associated with the onboarding of new Investors, including but not limited to: scheduling and participating in welcome calls, preparing and delivering servicing information, communicating internal reporting database updates, establishing access to shared information portal, and maintaining Investor information repository.Acts as the primary liaison between the Investor Services team and servicing partners on all report data and remittance related matters.Works to identify areas of opportunity for process improvements and provides recommendations to management for enhancements.Supports Investors by providing requested portfolio information, handling inquiries and coordination of requested meetings, and providing relationship and servicing performance feedback to management.Functions as a business lead on all Investor related responsibilities and is accountable for projects in the investor servicing area.Adheres to and supports policies, including servicing metrics, service levels and compliance requirements of real estate lending products; and ensure appropriate procedures and controls are followed.Assumes the primary responsibility of interacting with all necessary internal and third-party support departments to resolve client requests or answer inquiries related to investor-partner portfolios.Identify, oversee, and implement process improvements for areas of responsibility to streamline operations and maintain adequate controls across organizations.Assists in the creation of policies and procedures and performs periodic reviews to ensure that all published resources are accurate and contain any necessary revisions.Job Requirements, Competencies, and Skills
The Investor Services Specialist II works under the supervision of the Real Estate Servicing Manager but is expected to work independently and efficiently. This person must show:
- Service Orientation- Anticipates and meets the needs of both internal (peers) and external (loan sale partners) customers; understands what is needed by the customer and how it should be delivered.
- Relationship Building- Able to develop, maintain and strengthen relationships with others inside or outside of the organization who can provide information, assistance, and support.
- Digital Proficiency- Possesses knowledge and skills to effectively utilize digital technology. Able to retrieve, compare, evaluate, and integrate information in various formats.
- Adaptive Thinking- Able to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies; produces solutions and responses beyond that which is routine, or rule based.
This person must be self-motivated, task-oriented and possess a conservative, careful and cautious approach to work. In addition, this role should have the following:
Essential Skills, Knowledge, and Requirements
Bachelor’s degree in finance, business administration or other business-related degree is preferred; combination of education and directly related work experience may be considered.Minimum of five years of related experience at a bank or other financial institution including experience in Mortgage Servicing, Investor Services, Investor Reporting and/or Investor Accounting.Minimum of two years of project management experience, either leading or assisting with projects.Excellent problem-solving, organizational, analytical, verbal, and written communication skills.Strong multi-tasker that must have excellent time management skills. Independent and critical thinker. Able to perform in-depth analyses of complex scenarios and report results and potential resolutions in a concise manner.Strong decision-making ability and must have a great attention to detail.Trustworthy with the ability to maintain highest level of integrity and trust.Proficient in Microsoft Office, specifically Word, Excel, and PowerPoint.Environmental / Physical / Mental Requirements
- Stable internet connection with speeds high enough for video conferencing and screen sharing
- Smartphone with current iOS/Android OS
- Prolonged periods sitting at a workstation and working on a computer
- Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone
Compliance/legal requirements
- Quorum is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.
- Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for qualified individuals with disabilities throughout the application and employment process.
The anticipated base salary for this position is $70,000 - $80,000 annually.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. The company reserves the sole right and discretion to make changes to this job description.
Each employee is required to uphold the Credit Union's compliance with all policies, procedures, and required regulations including the Bank Secrecy Act and our Anti-Money Laundering policy.
This document does not create an employment contract, implied or otherwise, other than an "at-will" relationship.
