Mortgage Servicing Specialist

About the Role

This position is responsible for the interim servicing of residential loans sold on the secondary market, including loan set-up, pay-off processing, account reconciliations, customer service, and past-due collections.

Responsibilities

• Board mortgage loans to the servicing system accurately and timely upon receipt of completed loan closing packages.
• Verify the accurate transfer of loan fees, terms, and related data from the loan origination system to the servicing system and general ledger.
• Monitor and track receipt of initial mortgage payments for loans serviced by the Bank.
• Process loan payoffs in the servicing system upon receipt and reconciliation of investor purchase advices.
• Perform daily monitoring, balancing, and reconciliation of assigned general ledger accounts and designated demand deposit accounts (DDA).
• Research and resolve account variances within established timelines and compliance standards.
• Provide exceptional customer service and support to both secondary market and portfolio mortgage customers.
• Conduct collection activities, including contacting customers with delinquent mortgage payments to discuss repayment options and account status.
• Develop, document, and maintain department procedures to ensure compliance, consistency, and operational efficiency.
• Cross-train with team members and provide backup support to ensure business continuity and coverage of critical functions.

Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Finance, Accounting, or a related field preferred.
• Minimum of 2 years of experience in mortgage servicing, mortgage operations, loan processing, banking operations, or a related financial services role.
• Experience with mortgage servicing systems and loan origination systems preferred.
• Working knowledge of mortgage servicing practices, investor loan purchases, payment processing, and collections.
• Understanding of general ledger balancing, account reconciliation, and basic accounting principles.
• Strong attention to detail with a high level of accuracy in data entry, balancing, and transaction processing.
• Excellent analytical and problem-solving skills with the ability to research and resolve discrepancies in a timely manner.
• Strong customer service and interpersonal skills, with the ability to communicate professionally with customers and internal stakeholders.
• Ability to prioritize multiple tasks, meet deadlines, and work effectively in a fast-paced environment.
• Proficient in Microsoft Office applications, including Excel, Word, and Outlook.
• Strong written communication skills with the ability to create and maintain procedures and documentation.
• Ability to work independently and collaboratively as part of a team.
• Demonstrated commitment to confidentiality, compliance, and operational risk management.
• Ability to cross-train on departmental functions and provide backup support as needed.
• Willingness to adapt to changing priorities and operational needs.
• Regular and reliable attendance.