About this role
About AmeriNat
AmeriNat is a nationally recognized provider of loan servicing, asset management, compliance monitoring, and related administrative services supporting affordable housing, economic development, and community investment programs. For over 50 years, AmeriNat has partnered with state and local governments, nonprofit organizations, financial institutions, and private investors to administer complex portfolios throughout the United States. Today, AmeriNat services approximately $13 billion in loans and supports more than 300 clients nationwide through a team of more than 100 professionals dedicated to delivering exceptional service, operational excellence, and innovative solutions. AmeriNat’s client-centric culture, commitment extensively to affordable housing and economic development, and reputation for exceptionally good servicing make it a unique and rewarding place to build a career.
Primary Position Objective
The Mortgage Payoff Specialist supports the administration of mortgage loan payoff activities, collateral release processing, and related servicing functions. This position is responsible for preparing payoff quotes, processing paid-in-full loans, administering borrower refund activities, preparing and recording lien release documents, and responding to borrower, client, and third-party inquiries regarding payoff transactions.
The Mortgage Payoff Specialist performs responsibilities in accordance with AmeriNat procedures, client requirements, investor guidelines, and established servicing standards while delivering exceptional service to borrowers and clients. This position contributes to operational efficiency, accurate payoff administration, timely collateral release processing, and AmeriNat's commitment to providing industry-leading customer service.
Major Duties and Responsibilities
- Process payoff quote requests and prepare payoff calculations in accordance with established procedures.
- Respond to borrower, client, attorney, title company, and third-party inquiries regarding payoff transactions and payoff status.
- Monitor and process nearing payoff and maturing loan reports and distribute required borrower communications.
- Issue payoff shortage notifications and coordinate resolution of outstanding balances.
- Process paid-in-full loans and distribute payoff confirmation notifications.
- Calculate and process surplus funds, borrower refunds, and related disbursements.
- Prepare, record, and track reconveyances, lien releases, satisfactions, and other collateral release documents.
- Monitor pending recording activities and follow up on outstanding reconveyance, satisfaction, and lien release requests.
- Process and respond to department mail, email correspondence, workflow requests, and servicing system tasks.
- Maintain accurate payoff, collateral release, and servicing records within servicing systems.
- Coordinate with title companies, recording agencies, attorneys, borrowers, clients, and internal departments to support payoff administration activities.
- Research account activity, payoff discrepancies, borrower inquiries, and collateral release exceptions.
- Support quality control activities by identifying discrepancies, researching issues, and assisting with resolution efforts.
- Utilize servicing systems, workflow tools, reporting applications, and technology solutions to manage responsibilities efficiently and accurately.
- Assist with testing activities, procedure updates, process improvements, and special projects as assigned.
- Perform other duties as assigned.
Additional Expectations
- Deliver exceptional customer service that reflects AmeriNat's commitment to maintaining industry-leading borrower and client satisfaction.
- Support AmeriNat's client-centric culture through responsiveness, accuracy, transparency, and service quality.
- Approach borrower, client, and third-party interactions with professionalism, patience, and a solution-oriented mindset.
- Provide a professional example through accuracy, consistency, accountability, and dependability.
- Participate as an active team member by assisting coworkers and supporting department objectives.
- Communicate effectively and professionally in verbal and written interactions.
- Maintain the quality and integrity of services provided by the department.
- Adapt effectively to changing priorities, technologies, business needs, and operational requirements.
- Share constructive feedback and ideas that support continuous improvement.
- Support the overall goals and strategic objectives of the Company.
Supervisory Requirements
None.
Independent Judgment
- Exercise sound judgment when researching payoff transactions, borrower questions, recording issues, and collateral release exceptions.
- Escalate matters involving unusual circumstances, procedural uncertainty, borrower complaints, client-specific issues, or potential operational risk.
- Prioritize workload and manage daily responsibilities while meeting established service levels and departmental expectations.
- Apply established procedures and workflows consistently while maintaining attention to detail and professionalism.
Requirements & Qualifications
- Minimum of 12 months of mortgage servicing, payoff administration, title, escrow, banking operations, financial services operations, or related customer service experience.
- Two or more years of mortgage servicing or payoff administration experience preferred.
- High school diploma or equivalent required; associate degree or higher education preferred.
- Experience with lien releases, mortgage satisfactions, title work, recording activities, or collateral release administration preferred.
- Experience with mortgage servicing systems, workflow applications, or document recording platforms preferred.
- Black Knight MSP experience preferred.
- Ability to follow established procedures, documented workflows, client requirements, investor guidelines, and servicing standards.
- Strong customer service and interpersonal communication skills.
- Ability to communicate professionally with borrowers, clients, title companies, attorneys, and internal team members.
- Strong attention to detail and commitment to accuracy.
- Ability to organize, prioritize, and manage multiple responsibilities in a fast-paced environment.
- Ability to research account activity and resolve routine payoff and collateral release issues.
- Ability to interpret written instructions, procedures, reports, and servicing documentation.
- Working knowledge of Microsoft Outlook, Word, and Excel.
- Strong comfort level with technology and ability to learn new systems efficiently.
- Bilingual English/Spanish considered a plus.
Physical Requirements
- Talking - Frequently communicates detailed information and instructions.
- Hearing - Able to hear and receive ordinary information and conversations.
- Repetitive Motion - Frequent use of hands, wrists, and fingers while performing computer-based work.
- Vision - Visual acuity sufficient to review documents, reports, and computer screens.
- Physical Strength - Sedentary work performed primarily while seated; occasional lifting of up to 10 pounds.
This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.
AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.
AmeriNat will consider qualified applicants in a manner consistent with local “Fair Chance” ordinances. AmeriNat is an Equal Opportunity Employer.
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