Cashiering Representative II, Consolidated Loan Operations (Federal Way, WA)

Salary Range:

(Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.)

Posting Date:

This job will be open and accepting applications for a minimum of three days from the date it was posted.

Benefits* worth writing home about:

• Medical, dental, and vision coverage for employees and their families
• Life, disability and family Leave
• 401(k) and Roth 401(k) with employer match
• Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts
• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
• Free employee checking account and employee home loan discounts

*For eligible employees averaging 20 or more hours per week.

EO/AA Employer including Vets and Disabled.

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

If you are a California resident, you may be entitled to certain rights regarding your personal information, which is information that identifies, relates to, or could reasonably be linked with a particular California resident or household. Additional information about our data collection practices and location specific notices is available on our privacy policy.

California applicants may click this link Fair Chance Ordinance for Los Angeles County to see additional information.

Job Description Summary:

Job Details:

PRIMARY FUNCTIONS:

• Follow established procedures in authenticating customers and ensure customer confidentiality.
• Accurately and timely processing of loan payments, payoffs, reversals, returned items and monetary adjustments.
• Prepare, balance and submit the daily deposits via "branch capture" process.
• Accurately and timely processing of suspense transactions on a daily basis.
• Prepare daily cash work for balancing.
• Maintain and document a clear audit trail on all cash and payment transactions.
• Accurate and timely processing of all aspects of ACH to handle the automatic payment plans inclusive of set up, application of payments, changes and cancellations.
• Apply and balance daily work in accordance to procedures.
• Meet or exceed all processing deadlines and timeframes and work with a sense of urgency to complete tasks.
• Able to research and respond to more complex payment issues (via Lockbox and customers) and payments through various automated reports (MSP and may include other processing systems) and batch work as necessary.
• Able to research and respond to and provide information to customers (internal and external) on a wide variety of more complex mortgage Loan Servicing topics payments, ACH and research on related payment topics.
• Research and resolve more complex customer issues independently and escalate cases when appropriate.
• Cross train and provide back-up for other positions within the Cash Processing Department.
• Participates in procedure reviews and updates.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Able to take the lead to resolve more in-depth and complex service issues by clarifying the customer's concerns, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting corrections or adjustments and following up to ensure resolution.
• May participate in system testing required for projects (system upgrades/enhancements) and/or acquisitions.
• Accurately prepare and image documents, files, and miscellaneous items.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and HomeStreet Bank, offering options and alternatives to best fit the situation.
• Handle critical deadlines and projects as assigned by the supervisor.
• Update the loan servicing system with accurate and thorough processing notes when applicable.
• Professionally and courteously handle more complex and confidential incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Process more complex monetary transaction on residential and consumer loans in accordance with Bank, investor and regulatory guidelines.
• Maintain close interaction with other payment processors to ensure daily work flow is managed effectively and completely.
• Must demonstrate excellent customer service skills to include patience, tact, empathy and problem solving skills when dealing with customers and internal requestors.
• Work in a positive environment with internal Loan Servicing and HomeStreet partners.
• Willing to assume other duties/projects as assigned.

QUALIFICATIONS:

• A minimum of two years' Loan Servicing experience preferred with a focus on Loan Servicing, Accounting and/or payment processing experience.
• High School degree required, some college or Associates of Arts preferred.
• Training classes and/or certification in related lending, origination or servicing operations preferred.
• Proficient in Microsoft Word, Outlook and Excel.
• Demonstrated data entry skills.
• General typing skills 40-50 WPM and accurate 10-key by touch required.
• ICE/MSP Servicing system experience preferred.
• Mortgage and consumer loan experience preferred.
• Excellent customer service skills; May have occasion to meet with customers on payment issues or to resolve servicing related issues.
• Ability to communicate clearly and professionally, both verbally and in writing, at all levels: to include manager, co-workers, internal departments, and external customers.
• Experienced in handling a wide range of customer interactions including potential to handle difficult customer situations as well as explain complex loan information.
• High accuracy level in completing responsibilities with strong attention to detail, problem solving, and strong organizational skills.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Must be a self-starter; possess a strong work ethic and team player mentality.
• Strong ability, desire and enjoyment in working with other employees and customers in a cooperative and friendly spirit.
• Able to learn quickly and work within deadlines. Ability to multi-task and prioritize work load.
• Bi-lingual proficiency (Spanish) preferred.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers. Maintain a pleasant, patient and friendly attitude.
• Ability to work independently with good problem solving, research, and decision making abilities.
• Possess good judgment, ability to accept responsibility and handle confidential information.
• Ability to accept and facilitate change, whether indicated by corporate needs, market or regulatory requirements.
• Willingness to assume additional duties/projects as they arise.
• Regular and punctual attendance.

MENTAL AND PHYSICAL CONSIDERATIONS:

• Able to operate a Personal Computer and view information on a monitor.
• Must be able to sit for many hours each day.
• Must be able to communicate via telephone and possess dexterity to include filing documents, reaching and bending.
• May be required to stand for extended periods of time.
• Ability to lift or carry up to 10 pounds.
• Ability to speak and understand English and express ideas and have difficult conversations in person and over the telephone.
• Ability to listen and comprehend speech.
• Ability to problem solve, make decisions, interpret data and information, read, write and organize information in an orderly manner.
• Willing and able to travel occasionally as needed.

WORK ENVIRONMENT:

• Normal business office environment.
• Ability to work in artificial light for extended periods of time.

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

Area: