Lender Task Administrator

Lender Task Administrator

The Lender Task Administrator position will partner with client and internal teams to ensure long-term professional relationships by providing day-to-day management of the CPI/LPI and review of the lender cycle. Working closely with internal business units, the Lender Task Administrator will be responsible for ensuring Lenders receive billings and reports correctly and borrowers receive Notices accordingly.

Job Duties and Responsibilities:

Work Flow Management/Administration (60%)

• Process and audit notices, certificates, premium, images, client requests, and other aspects of day-to-day management of CPI and LPI.
• Manage premium collection and refunding for timeliness and accuracy
• Subject Matter Expert for internal employees on day-to-day operational questions pertaining to CPI/LPI. Forecast the client's requirements to deliver exceptional service and solutions.
• Identify, escalate, and manage tasks related to program impacts to the client, sales and loan servicing teams
• Answer questions, correct errors, and resolve discrepancies. Follow up and resolve problems or issues relative to insurance coverage. Track and report this information to Management.
• Track accounts to ensure timely processing, manage premium collection and refunding for timeliness and accuracy. Provide communication in response to issues presented. Assist with internal requests to research issues, determine root cause, and recommend procedures to eliminate/reduce repetition.
• Ensure high standards of quality are maintained
• Process queues/reports/products
• Maintain timely workloads (SLA's)
• Other responsibilities and duties as assigned.

Issue resolution (20%)

• Ensure resolution of significant issues through the coordination and collaboration with internal teams
• Research issues quickly and thoroughly to develop clear messaging based on data and facts; ability to present information effectively to client and internal teams
• Mature critical thinking and analysis capabilities; able to evaluate information, identify key issues and solutions based on sound, practical judgement, experience, and common sense
• Track and report any issues to management, and diligently follow through until resolution is achieved

Data Analysis and Operational Processing (20%)

• Analyze loan level indicators for overall awareness and issue prevention; provide strategic guidance to optimize product performance and improve overall client experience
• Review and analyze reporting for client portfolio; work directly with management to implement process changes
• Accurately verify, key, and/or memo insurance information in relation to all product/coverage types (Vehicle, Flood, Windstorm, Hazard, etc.). Update loan history based on research and documentation received (either written or verbal). Accurately compose written information for loan histories.
• Meet or exceed set goals and assigned workload expectations for productivity and quality
• Other responsibilities and duties as assigned.

Qualifications (Education, Experience, Certifications & KSA):

• Strong communication skills; both verbal and written, necessary to develop and foster positive relationships with multiple internal teams and co-workers
• Less than 12 months of related experience required.
• High School Diploma or GED required
• Associate's degree or Vocational or Technical School Degree preferred.
• Be resourceful, assertive, detail-oriented, and highly self-motivated to resolve critical client servicing needs
• Ability to work independently and take ownership of client issues, perform successfully under minimal supervision
• Strong organizational skills; must be able to prioritize workload based on importance; adaptable to change and must be able to work individually and part of a team
• Be proactive and find problems before they occur; be resourceful and have the drive to find the root cause
• Adapt to change in workload, department changes, and internal processes

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.