Correspondence and Research Analyst

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

Job Overview:

The Correspondence Specialist responds to written customer complaints and inquiries by providing written responses that follow established policies and procedures.

Conducts general research including, but not limited to, verifying loan data such as payments posted, ARM (Adjustable-Rate Mortgage) adjustments, escrow disbursements, escrow analysis, tax, Mortgage insurance, Successor in Interest, Trust or LLC queries, and general account maintenance.

Ensure all assigned cases are worked in accordance with regulatory, investor/insurer, and Trust Policy requirements and timelines.

Update and document all tracking systems including the clear and accurate documentation of the accounts worked.

Roles & Responsibilities

• Works closely with internal departments to resolve inquiry, dispute, or complaint.
• Generates response letters in accordance with RESPA (Real Estate Settlement and Procedures Act) /CFPB (Consumer Financial Protection Bureau).
• Utilizes knowledge of mortgage loan documentation and escrow; RESPA and FCRA (Fair Credit Reporting Act).
• Categorizes incoming correspondence and follow established assignment / escalations process.
• Maintain a high degree of accuracy, departmental productivity and quality team goals.
• Manage time efficiently and prioritize workloads to meet strict deadlines while handling multiple tasks.
• Processing tasks as per the process guidelines
• Meeting assigned productivity and quality targets
• Adhering to SLAs and TATs

Qualification & Experience

• Graduate of any 4-year course, business, accounting, finance related courses preferred
• 3 years of US Mortgage Experience in servicing or Originations, nice to have
• Excellent attention to detail
• Ability to multi-task and consistently meet multiple deadlines
• Strong verbal and written communication skills
• Ability to work in a team environment
• Strong customer service orientation
• Ability to use good judgment
• Amenable to work on night shift
• Work onsite in Mandaue City, Cebu