INVESTOR SERVICES SUPPORT ASSOCIATE

Description

Primary Position Objective:

The Investor Services Processor is primarily responsible for managing the internal and external communication related to Investor Services, with attention to timeliness and accuracy of response. This role includes performing various duties, including but not limited to, data entry/maintenance, and providing administrative and accounting support in the Investor Services Department. The Investor Services Department provides exceptional customer service and satisfaction through timely and accurate responses to inquiries via phone, email, or online. 

Requirements

Major Responsibilities and Duties:

• Daily monitoring, follow-up and distribution of voicemails. Oversight of Investor Service’s tickets or other relevant communications.
• Answer department phone calls. 
• Follow up on pending items nearing their response deadline. 
• Identify and escalate items approaching their due date and overdue items. 
• Input requested tasks in the servicing system for back-office completion. Review task for completeness and respond to requestor where appropriate. 
• Manage and maintain investor contact lists, contract updates, program guidelines, and other investor level data in cooperation with the Marketing and Contracts Administrator.
• Work with department staff on client care call management, scheduling and response tracking. Assist with arranging other client meetings for the Investor Services team and other executive or management staff.
• File loan documents in electronic storage.
• Develop and implement a system that appropriately tracks servicing requests by client throughout the organization.
• Meet regularly with management on escalated items or task updates.
• Use of discretion when responding to external communications. 
• Other duties as assigned by Manager.

Supervisory Requirements:

• None

Additional Expectations:

• Provide a professional example, accuracy, and consistency in work performance.
• Respect teammates.
• Participates and is an active team member by assisting others.
• Communicates in a courteous manner.
• Have a solution rather than a complaint to resolve issues promptly.
• Keep management informed of pertinent information. 
• Communicate professionally, openly and often.
• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.
• Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives “VMVGO”.
• Embrace change without resistance and adapt quickly, however do provide feedback when necessary.

Independent Judgment:

• Authorized to follow the Policies and Procedures of the Company.

Requirements & Qualifications:

• Associate degree or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience. Mortgage or loan document knowledge a plus. 
• Ability to read and interpret documents such as instructions, procedure manuals, and loan documents. Ability to write routine reports and correspondence. 
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. 
• Must be able to work independently but have a team player attitude.
• Must be punctual and reliable.
• Proficient with Microsoft Office (Excel, Word, Outlook).
• Ability to communicate with various levels of internal and external personnel effectively and tactfully. 
• Strong organizational skills and the ability to prioritize to ensure deadlines are met. 
• Must be energetic, self-motivated, with a strong desire to succeed and excel. 
• Excellent oral and written communication skills.
• Strong comfort level with technology, including ability to adapt to new systems quickly and easily. Thorough knowledge of and comfort with the Microsoft office suite applications. 

Physical Requirements

• Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Hearing - Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or