Mortgage Servicing Representative 1

Primary Office Location:

3014 East State Street. Hermitage, Pennsylvania. 16148.

Join our team. Make a difference - for us and for your future.

Position Title: Mortgage Servicing Representative 1

Business Unit: Mortgage Administration

Reports to: Supervisor of Mortgage Servicing

Position Overview:

The Mortgage Care Center serves as a critical component of FNB's mortgage servicing operation and acts as the primary point of contact for customers throughout the life of their mortgage loan. The department is responsible for providing exceptional customer service while supporting operational efficiency, regulatory compliance, customer retention, and overall servicing quality.

Primary Responsibilities:

The primary responsibilities of the Mortgage Servicing Rep:

• Handling inbound customer calls related to mortgage servicing questions and account maintenance.
• Processing mortgage payoff requests and providing customers with accurate payoff information.
• Conducting welcome calls to new FNB mortgage customers to ensure a positive onboarding experience and answer questions regarding loan servicing.
• Assisting customers with payment inquiries, escrow accounts, taxes, insurance, loan balances, and other servicing-related requests.
• Researching and resolving customer concerns in a timely and professional manner.
• Documenting customer interactions and account activity accurately within servicing systems.
• Escalating complex issues to the appropriate departments while maintaining ownership of the customer experience.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

0

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent project management skills

Excellent communication skills, both written and verbal

Excellent organizational, analytical and interpersonal skills

Ability to use general office equipment

Ability to use a personal computer and job-related software

MS Word - Basic Level

MS Excel - Intermediate Level

MS PowerPoint - Basic Level

Knowledge of GSE (Freddie Mac/Fannie Mae) investor servicing and reporting. Knowledge of Fiserv Premier preferred.

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.

FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.