Outsource Task Processor III
The Outsource Task Processor III processes and researches tasks (inquiry) initiated by either the LERETA Call Center (initiated by a homeowner inquiry), lender, or internal LERETA source with without supervision. With effective decision making, the position assesses penalty determinations, and successfully manages individual pipeline while adhering to lender’s Service Level Agreement without supervision. The role maneuvers successfully through all systems, understands general workflow, and has the ability to advise of any unusual circumstances or requirements that could endanger the Service Level Agreement being met.
Tax Procurement and Payment
· Procures tax amount data from taxing agency jurisdictions. Tax amount data procurement method consists of telephone, e-mail, and fax communication to taxing agency jurisdictions
· Interprets tax amount data and statuses per property taxes received from taxing agency jurisdictions and effectively identify tax status for payment processing
· Processes research requests with predetermined processing steps to determine root cause, including: research for missing payments, misapplied payments, payments from escrow, over payments at taxing authorities, verify delinquencies, obtaining current tax amounts and requesting refunds
· Follows agency guidelines and special processing instructions
· Builds Tax Lines as needed utilizing the TED table
· Validates lender payees prior to making disbursements
· Completes Tax Processing Reports accurately prior to ELD (excluding Handle Manual if applicable)
· Completes all required processing on exception reports within SLA
· Balances all disbursements prior to end of day and submit all payment back daily
· Trains other employees on all aspects of Task Processing
Workflow Management
· Monitors, reports, and communicates status of work assignments and statistics to Team Lead/Supervisor while identifying any opportunity to increase efficiency processing research task
· Prepares production/statistical reports to mortgage lenders and direct supervisors
· Ensures all items follow standards and all SLA’s
· Notifies Leadership when overtime or assistance is needed
Customer Service
· Responds to mortgage lenders and taxing agency jurisdictions by utilizing effective verbal and written communication in a prompt and accurate manner
· Notifies business partners of reporting errors in a clear concise manner
· Maintains a positive working relationship with both internal and external business partners
· Communicates new lender requests to management
Quality Control
· Applies and supports the implementation of new or modified policy and procedures as instructed to ensure Task Research Team standards are met
· Prepares production/statistical reports as applicable
· Maintains required quality scores
This position will perform other duties as assigned based on the needs of the department.
Salary range: $16.96 - $22.90
Position can be based in Irving, TX, Pomona, CA or Remote
Core Competencies
- Must be a team player and can work in a team environment
- Must possess effective communication skills, both written and verbal
- Must be able to work in a fast-paced environment
- Ability to work under time constraints and meet high priority deadlines to ensure task is processed by expected completion data
Required Education and Experience
- High School Diploma or equivalent
- Experience in Microsoft Excel and Microsoft Word
- Experience in Black Knight (MSP), Fiserv, FICS, and EAS Lender Servicing Systems
- Data Entry/Computer usage experience
- Customer Service Experience
- Minimum of 2 years as an Outsourcing Task Processor II
- Must be able to type 40+ wpm
- Must have intermediate Microsoft Excel Skills (Filter, Sort, VLOOKUP and Pivot Tables)
- Must be able to use 10 key by touch; 9k or above with 98% accuracy
- Must have intermediate knowledge of Real Estate Tax Servicing