FNBO
Summary of the Job
Responsible for providing exceptional customer service for mortgage loans to all bank partners and customers. Accurately process daily maintenance and/or requests for mortgage loan operations. Work collaboratively with teammates to balance workloads and meet daily deadlines.
Job Specific Responsibilities/Accountabilities
Provide operational support within mortgage servicing functions such as payment processing, escrow processing, new loan onboarding, and payoff processing.
Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries, ensuring every exchange is easy, helpful, and personal.
Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.
Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.
Maintain customer confidentiality and confidence while performing servicing functions and conversations.
Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.
Meet deadlines with an appropriate sense of urgency.
Identify and communicate servicing issues and trends.
Resolve customer questions and requests using the ICE MSP, LERETA, Empower, Foundation, FirstWork and eGain systems.
Track work volume related to specific job duties on an ongoing basis.
Cross train for coverage of additional roles within the Mortgage Servicing Team.
Minimum Qualifications
HS Diploma or GED.
Working knowledge of MS Office products (Outlook, Excel, etc.).
Previous experience in Mortgage Servicing Operations, Origination or Real Estate Transactions is preferred.
Key Skills
Demonstrate empathetic phone etiquette and the ability to walk in customers’ shoes when faced with difficult situations to create positive outcomes.
Clear oral and written communication skills; ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.
Ability to work independently in a diverse, fast‑paced environment while meeting service level expectations and regulatory requirements.
Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.
Detail oriented with an understanding of basic balancing.
Physical Demands Occasional light lifting needed for payoff file boxes (approximately 25 lbs).
Compensation Compensation range (base pay): $40,310.00 – $64,497.00. Final compensation offer may vary based on work experience, education, and/or skill level.
Work Environment The incumbent will work remotely, offering the freedom to contribute to our mission from wherever you work best, while remaining fully integrated into the team through digital collaboration tools and regular communication. Occasional travel for in‑person meetings may be required.
Benefits Overview
Medical, Dental, Vision Insurance
401(k) with matching contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short‑Term/Long‑Term Disability Insurance
Equal Opportunity and Belonging FNBO is an equal‑opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.
Job number: R-20251527
#J-18808-Ljbffr
Job Specific Responsibilities/Accountabilities
Provide operational support within mortgage servicing functions such as payment processing, escrow processing, new loan onboarding, and payoff processing.
Receive incoming telephone calls from internal and external customers to resolve mortgage servicing related inquiries, ensuring every exchange is easy, helpful, and personal.
Initiate outbound calls with internal and external customers, insurance agencies, tax authorities, investors and other related entities to resolve issues and inquiries.
Maintain a professional and courteous working relationship with internal and external customers, team members, partners and management.
Maintain customer confidentiality and confidence while performing servicing functions and conversations.
Exhibit attention to detail when processing transactions and reviewing detailed loan information to ensure accuracy.
Meet deadlines with an appropriate sense of urgency.
Identify and communicate servicing issues and trends.
Resolve customer questions and requests using the ICE MSP, LERETA, Empower, Foundation, FirstWork and eGain systems.
Track work volume related to specific job duties on an ongoing basis.
Cross train for coverage of additional roles within the Mortgage Servicing Team.
Minimum Qualifications
HS Diploma or GED.
Working knowledge of MS Office products (Outlook, Excel, etc.).
Previous experience in Mortgage Servicing Operations, Origination or Real Estate Transactions is preferred.
Key Skills
Demonstrate empathetic phone etiquette and the ability to walk in customers’ shoes when faced with difficult situations to create positive outcomes.
Clear oral and written communication skills; ability to exercise independent judgment within established policies and guidelines and provide appropriate customer solutions.
Ability to work independently in a diverse, fast‑paced environment while meeting service level expectations and regulatory requirements.
Ability to work collaboratively with teammates to balance workloads and meet daily deadlines.
Detail oriented with an understanding of basic balancing.
Physical Demands Occasional light lifting needed for payoff file boxes (approximately 25 lbs).
Compensation Compensation range (base pay): $40,310.00 – $64,497.00. Final compensation offer may vary based on work experience, education, and/or skill level.
Work Environment The incumbent will work remotely, offering the freedom to contribute to our mission from wherever you work best, while remaining fully integrated into the team through digital collaboration tools and regular communication. Occasional travel for in‑person meetings may be required.
Benefits Overview
Medical, Dental, Vision Insurance
401(k) with matching contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short‑Term/Long‑Term Disability Insurance
Equal Opportunity and Belonging FNBO is an equal‑opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.
Job number: R-20251527
#J-18808-Ljbffr