Mortgage Servicing Specialist (Hybrid, Reston, VA)

Essential Duties And Responsibilities

• Build Advanced Excel Reports: Utilize complex formulas (e.g., XLOOKUP, INDEX/MATCH, nested IF statements) and array formulas to aggregate daily and monthly loan-level extracts delivered by the sub-servicer.
• Take Live Escalated Calls: Serve as the final point of escalation for highly complex customer scenarios to facilitate the resolution of customer issues related to loan servicing such as payments, tax and insurance issues including financial hardship, escrow, and payoffs.
• Perform Operational Surveillance: Continuously review the sub-servicer's execution against guidelines, regulations and laws.
• Enforce Service Level Agreements (SLAs): Track sub-servicer performance against established KPIs, operational metrics, and contractual obligations.
• Provide support to the Servicing Oversight Manager as it relates to the servicing of loans by a Sub-servicer.

Requirements

• High school diploma or equivalent experience.
• 2-year college degree helpful.
• Minimum 2+ years’ experience servicing mortgage loan contracts, however, can be compensated through education or other related experience.
• Effective customer service skills including phone and written communication skills.
• Detail oriented.
• Good organizational and analytical skills.
• Ability to work collaboratively with peers, managers, and customers in a team environment to attain common goals.
• Ability to multitask on various items while meeting strict timelines and deadlines.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Proficient in Microsoft Word, Excel, Outlook, and basic email functions.

Job Benefits

• Work for an experienced and proven leader in digital mortgage solutions
• 14 Paid Holidays per year
• Medical/Dental/Health Benefits and Student Loan Paydown
• Paid Vacations and Sick Leave

About the Role

The Servicing Oversight Specialist is responsible for actively monitoring, auditing, and managing the performance of our external sub-servicer. This role acts as a bridge between our organization and the sub-servicer to ensure strict adherence to investor guidelines, state and federal regulations, and internal service level agreements (SLAs).