Financial Operations Servicing Intern

About the role

Union Home Mortgage’s L.E.A.D Internship Program offers a fun, interesting, and real-world environment for interns to Learn about the industry, be Educated by Sr. Leadership and their peers, Achieve their personal goals, and Develop their skills and knowledge base. The program includes shadowing, mentoring, professional development, group projects, and corporate outings. Interns are treated like full-time Partners, working 40 hours a week during the 3-month summer program, are compensated, and are based out of headquarters in Strongsville, Ohio.

Customer Service Intern

The Servicing Intern will gain hands-on experience within the Customer Service Department by supporting mortgage loan servicing operations. This role provides exposure to customer support, payment processing, document management, data validation, mail administration, and collaboration with internal and external stakeholders. The intern will develop an understanding of industry regulations, servicing practices, and portfolio management, with opportunities in specialized areas such as escrow administration, property taxes, homeowners insurance, loss mitigation, reporting and analytics, and specialized loan products.

Responsibilities

• Maintain and update customer service letters, forms, and document libraries.
• Assist with quality control reviews and departmental audits.
• Support updates to policies, procedures, and training materials.
• Identify opportunities to improve service processes and the customer experience.
• Assist with customer outreach and call initiatives as assigned.
• Manage document printing, scanning, filing, and distribution activities.
• Support office operations through mail handling and correspondence processing.

Escrow Support

The Servicing Escrow Support Specialist supports the administration and maintenance of mortgage escrow accounts throughout the life of the loan. Responsibilities include servicing activities related to Real Estate Taxes, Homeowners and Flood Insurance, Private Mortgage Insurance (PMI/MIP), Escrow Analysis, and Insurance Loss Draft Administration to ensure compliance with investor, agency, regulatory, and company requirements.

Responsibilities

• Process escrow-related transactions accurately and timely in accordance with established procedures and service level expectations.
• Maintain escrow account records and servicing system updates across assigned functions.
• Research and resolve routine servicing inquiries, discrepancies, and exceptions.
• Communicate effectively with borrowers, investors, vendors, insurance carriers, tax authorities, and internal business partners.
• Ensure compliance with investor, agency, regulatory, and company servicing requirements.
• Assist with quality control reviews, audits, reporting activities, and operational initiatives.
• Identify opportunities for process improvement and escalate concerns when appropriate.
• Maintain productivity, quality, and customer service standards.

New Loan Boarding

Responsible for review and accuracy of data in boarding of new loans to the servicing platform, communicating both internally and externally with customers and associated requests received by telephone, email, or helpdesk tickets.

Responsibilities

• Review each loan for accuracy of data and completeness of investor requirements and activate them in the system.
• Handle multiple aspects of mortgage servicing to facilitate activities related to boarding, customer service, collection, and sale/transfer of loans.
• Update internal system regarding status of loans.
• Answer general servicing questions via phone, email, and helpdesk ticket.
• Ensure that services are delivered professionally and efficiently with prompt problem resolution.
• Maintain current knowledge of all policies, procedures, and other documentation for servicing, program, and/or products.

Servicing Transfers

Responsible for review and accuracy of data in the boarding of service transferred/service released loans to the servicing platform, facilitating the smooth transfer of loans between entities, ensuring compliance with all regulatory requirements and company policies, and facilitating other servicing activities as needed.

Responsibilities

• Activate inbound and release outbound service-transferred loans in the servicing system.
• Update the internal system regarding the status of loans.
• Review each service transferred loan for data accuracy and completeness of investor requirements.
• Conduct thorough reviews of loan files to identify discrepancies and resolve issues related to data integrity, reconciliation, or documentation.
• Communicate effectively with internal departments, external vendors, and customer care throughout the transfer process, providing timely updates and addressing any inquiries or concerns via telephone, email, and/or helpdesk ticket.
• Provide support to team members on servicing transfer processes and procedures.

Special Loans

The Special Loans Intern will work with the special loans team assisting with daily tasks such as reviewing credit bureau reporting (CBR) disputes, assisting customers, writing recast agreements, reviewing ad hoc and regular reports, handling exceptions, setting up loans in MSP with SCRA protections, and assisting with the construction portfolio to improve the customer experience.

Responsibilities

• Work closely with the Special Loans team to complete daily tasks.
• Conduct reviews of CBR disputes.
• Review loans and write recast agreements for borrowers.
• Coordinate with borrowers on the signing of their recast agreements.
• Review signed recast agreements for completeness and accuracy.
• Review information within the servicing platform for accuracy and completeness.
• Complete a project surrounding the construction loan portfolio with a focus on improving the customer experience.

Qualifications

Skills Required

• Strong verbal and written communication skills with the ability to interact professionally with customers, vendors, business partners, and all levels of management.
• Excellent analytical, problem-solving, and critical thinking abilities with a focus on researching, validating, and resolving account or loan-related discrepancies.
• Strong attention to detail and organizational skills with the ability to maintain accurate records, review documentation, and ensure data integrity.
• Ability to effectively manage multiple priorities and work efficiently in a fast-paced, deadline-driven environment.
• Proficiency in Microsoft Office applications, particularly Excel, with the ability to analyze data, generate reports, and support operational processes.
• Demonstrated ability to work both independently and collaboratively while adapting to changing business needs and contributing to continuous process improvement.

Education & Experience

• Pursuing a Bachelor’s degree within Business, Finance, or another related field.
• Passion for or interest in the Mortgage Banking field.
• Sophomore, Junior, or Senior Standing.