Customer Service Representative

About The Company Iowa Bankers Mortgage Corporation is a leading financial institution dedicated to providing comprehensive mortgage services to our diverse client base. With a longstanding reputation for integrity, professionalism, and customer-centric solutions, we strive to deliver outstanding service in all aspects of mortgage lending and support. Our commitment to innovation and excellence has established us as a trusted partner in the mortgage industry, helping homeowners realize their dreams of homeownership while maintaining the highest standards of operational efficiency and customer satisfaction. About The Role The Mortgage Customer Service Representative plays a vital role within our Tax/Escrow department, supporting our clients through meticulous management of property tax payments and escrow accounts. This position involves performing detailed research, analysis, and processing related to property taxes and escrow activities. The ideal candidate will demonstrate strong analytical skills, attention to detail, and a commitment to delivering superior customer service. The role requires collaboration with homeowners, banking partners, and vendors to ensure accurate and timely handling of all tax and escrow-related transactions. This position offers an excellent opportunity for professionals seeking to develop expertise in mortgage servicing operations, with a focus on tax and escrow functions. Qualifications

• High school diploma or general education degree (GED) is required.
• Two to five years of relevant experience in mortgage servicing, customer service, or related fields preferred.
• Proficiency in Microsoft Word and Excel is essential for accurate transaction processing and reporting.
• Experience with Black Knight System or similar mortgage servicing software is highly desirable.
• Strong analytical, decision-making, and problem-solving skills are necessary to handle complex scenarios effectively.
• Ability to follow established policies, procedures, and guidelines with precision and consistency.
• Excellent written and verbal communication skills to provide exceptional customer service and collaborate effectively.
• Detail-oriented with a high level of accuracy in processing transactions and analyzing data.

Responsibilities

• Research, review, and prepare property tax payment files, ensuring accuracy and compliance with relevant regulations.
• Process individual property tax parcels, including timely payments and documentation management.
• Respond promptly and professionally to emails received through the dedicated inbox, providing clear and helpful information to homeowners, bankers, and vendors.
• Perform additional property tax research and remediation as required to resolve discrepancies or issues.
• Conduct individual escrow analysis to identify excesses, shortages, and significant payment changes, providing detailed reports and recommendations.
• Perform mass escrow analysis annually, adhering to state-specific guidelines and ensuring account accuracy.
• Assist with new loan analysis and mid-year reviews for new construction or existing loans, ensuring proper escrow setup and adjustments.
• Manage escrow waivers, including removing property taxes and homeowners insurance to facilitate escrow closures.
• Review and approve escrow analysis statements and refund checks, maintaining compliance and accuracy.
• Analyze web reports, lock box reports, and overdraft reports to identify discrepancies, conduct research, and communicate findings effectively.
• Assist with insurance loss draft claims, flood information updates, and insurance disbursements to maintain accurate records.
• Review hazard records, update information utilizing OnBase work queues, and monitor daily hazard update reports from MSP.
• Support various administrative tasks related to hazard and insurance records, ensuring data accuracy and timely updates.

Benefits We offer a comprehensive benefits package designed to support our employees' health, well-being, and professional growth. Our benefits include competitive health insurance plans, dental and vision coverage, retirement savings options, paid time off, and holidays. Employees also have access to ongoing training and development programs to enhance their skills and career advancement opportunities. We foster a collaborative and inclusive work environment that values diversity, integrity, and excellence, providing our team with the resources and support needed to succeed and thrive. Equal Opportunity Iowa Bankers Mortgage Corporation is an equal opportunity employer. We are committed to creating an inclusive environment where all employees and applicants are treated with respect and fairness, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected characteristic. We believe diversity enriches our workplace and drives innovation, and we are dedicated to providing equal employment opportunities to all qualified individuals.