Job Description Summary:
The Consumer Loan Servicing Specialist 3 handles the more complex processing for Huntington's products and services related to Consumer and Mortgage loans. Ability to be flexible and work independently as well as in a team setting with good time management and prioritization skills. Assist with all job functions within the Audit and Control department and is expected to have leadership skills along with the ability to gain full understanding of end-to-end processes. Must be resourceful in determining the appropriate approach, researching unfamiliar tasks, resolving issues, and making well-reasoned decisions without requiring step-by-step guidance.
This includes the ability to independently perform research, problem solving, gathering supporting documentation (i.e., loan documents, MSP servicing system notes, system reports, life of loan history, etc.), knowledge of Huntington systems, partnering with other Consumer Loan Servicing departments, Default Servicing, Home Lending, Compliance, Legal, Risk, and Outside Counsel to provide written responses to customers and meet regulatory deadlines.
This highly regulated industry requires the Specialist 3 to fully understand and comply with regulatory requirements, including adhering to strict timeframes. Consumer Loan Servicing is a fast paced, highly regulated environment. Positions in this job family must adhere to written policies and procedures and will be regularly audited to ensure compliance.
Job Components:
- Lead, organize, and coordinate internal and external audits and exams independently. This includes multi-tasking and working/running multiple audits/exams at once.
- Distribute review requests immediately or within 2 days of being received, follow up continuously until all information is received, and submit all requests to the examiners by the due date.
- All audit/exam emails, documents, and information related to the audit/exam should be tracked and organized at all times.
- Assist with Qualified Written Requests (QWR), Notice of Errors (NOE), and Requests for Information (RFI). Processing of work related to mortgage loans, compiling loan documentation and research to conclusion, data entry in MAX, maintaining and organizing documentation, email/call all applicable internal colleagues and/or compliance, legal, outside counsel, compile and mail customer letters/response packets per regulatory timelines.
- Respond to external customer requests through written communication
- Assist with responses to regulatory examinations and audits including information gathering and analysis of the data to ensure accuracy.
- Maintain satisfactory compliance, risk and audit ratings
- Understand and comply with regulatory requirements, including adhering to strict timeframes and written policies and procedures
- Effective and clear communication is expected in all emails and meetings.
- Create reports, dashboards, analyze data, and monitor processes for issues/errors within the department. Summarize findings and report them to management.
Required Qualifications:
- High School Diploma or Equivalent
- 3+ years of financial services, compliance/regulatory guidelines, customer service experience
- Thorough knowledge and experience with mortgage loans, home equity loans, and home equity lines of credit.
- Proficient PC skills including Microsoft Office, Teams, Excel, Word, PowerPoint, Adobe Acrobat
- Black Knight MSP experience
- Financial Services Industry experience, including knowledge of loan operations, loan servicing, and compliance with RESPA, FCRA, Fair Lending, UDAAP, and Regulation Z
- Familiarity with Investor Guidelines (i.e., Client, Freddie Mac, Ginne Mae)
- Excellent organization and problem-solving skills, written and verbal communication skills, including professional demeanor and grammar.
- Ability to independently assess assignments, prioritize competing tasks and time-sensitive deadlines, determine the appropriate course of action, make sound decisions, and drive work through completion with limited supervision.
- Must be detail oriented
Preferred Qualifications:
- Associate degree or equivalent experience in accounting, mortgage, or other business preferred
- Internal systems MAX, ESS, EDR and customer complaint experience
- Experience with Audit and examination coordination, operational risk and control awareness.
- Knowledge of regulatory requests, Qualified Written Requests, and audit workflow.
- Proficiency with Microsoft Office applications and the ability to learn departmental systems and reporting tools independently.
- Ability to manage confidential information, competing priorities, and time-sensitive assignments.
- Demonstrated ability to work independently with limited supervision, exercise sound judgment, and take ownership of assignments from initial direction through completion.
