Exceptions Processing Researcher II

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GENERAL FUNCTION: Under minimal supervision, completes research and adjustments and special loans processing for mortgages. Provides quality customer service to external as well as internal customers by meeting target SLAs.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Investigates customer, retail and/or affiliate inquiries and independently researches and resolves problems related to ARM Loans, Balloon Loans, Modifications, Soldiers and Sailors Civil Relief Act, Fee Waivers, Buy-downs, etc.
• Prepares legal documents related to ARM loans, Principal Reduction modifications, etc and make monetary transactions to update new loan parameters to system.
• Compiles and/or balances data for reports, general ledger accounts, and entries for processing.
• Performs quality control assessments for completed tasks and makes appropriate procedure recommendations, updates and completes applicable training.
• Processes Unintentional Balloon Loans, notify customers according to investor requirements and process accordingly, refer to default as needed.
• Maintain and update ARM indices as reported by the Fed.
• Complete ARM and Principal Reduction loan modifications on current loans and process to system. Process all mortgage to appropriate system.
• Monitor accounts that qualify under the Soldier's and Sailor's Relief Act, ensure all adjustments are made to the account and the customer is monitored for discharge in accordance with the Act and investor requirements.
• Perform manual rate changes for ARMs that have annual or semi-annual rate change cycles and other ARM loans with freeze codes.
• Monitor AllRegs for changes in regulations that may affect Loan Servicing.
• Work special projects as assigned by Manager.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE & SKILLS REQUIRED:

• Associate's Degree or equivalent work experience.
• Minimum 5 years advanced level mortgage banking experience in servicing or operations.
• Knowledge of the fundamental concepts related to mortgage.
• Knowledge of the Bank's, Investor's, Government and Underwriting Program requirements.
• Knowledge of all documents used by the Bank in the origination of FHA, VA and conventional loans.
• Computer literate with intermediate proficiency in Microsoft Outlook, Word, Excel and Access (or equivalent database reporting programs).
• Excellent Customer Service Skills.
• Strong verbal and written communication skills.
• Strong analytical skills.
• Ability to work efficiently with a low margin of error.
• Ability to work independently and meet deadlines.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.