Mortgage Servicing Specialist

About the Role

The Mortgage Servicing Specialist will assist 7 Servicing partners with all aspects of mortgage servicing, including Escrow Administration, ARM Servicing, PMI Administration, Loan Maintenance, Payoffs, Lien Releases, Records Retention, Member Resolution, and HELOCs/Construction to Permanent. This role ensures a high-quality mortgage experience for partners and their members through professional service and outstanding communication.

Responsibilities

• Properly maintains escrow accounts, processes and remits funds for escrowed property taxes, hazard insurance, flood insurance, and private mortgage insurance.
• Performs escrow account management duties, including escrow analysis, research of tax and insurance bills, PMI maintenance, and payment of interest on escrow accounts.
• Generates mass escrow analysis, handles requests for escrow additions/removals, and processes PMI waivers.
• Processes payoffs and payoff requests, prepares lien releases, and ensures documentation is available for transactions.
• Responds to inquiries and customer service requests related to payoffs, handling complex calls, research, and issue resolution.
• Manages inbound and outbound phone conversations, maintains accurate account information, and provides support to clients, vendors, and internal team members.
• Assists with HELOC servicing, including payment terms, draw requests, and payoff/paydown requests.
• Performs ARM index and loan maintenance, including LIBOR updates, ARM exception reporting, and deceased borrower processing.
• Assists with construction-to-permanent loans, processing maintenance requests, and addressing member questions about the post-construction conversion process.
• Supports servicing platform testing, validation, and process documentation.

Requirements

• Minimum 3 years of mortgage servicing industry or related experience (e.g., consumer or commercial lending).
• Experience with computer systems for mortgage servicing and reporting is preferred.
• High School Diploma or GED required; Associate's degree in business or related field preferred.

Skills

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with ICE (Black Knight) MSP platform is a plus.
• Clear and professional verbal and written communication skills.
• Strong presentation skills for internal and external audiences.
• Excellent time management, organizational, and detail-oriented abilities.
• Customer-focused mindset with adaptability to system changes and troubleshooting.