Residential Loan Servicing & Collection Specialist I

About the role

This position provides administrative and customer service support for residential mortgage and consumer loans throughout the life of the loan, assisting borrowers with account inquiries, payment processing, escrow questions, and loan maintenance while ensuring compliance with company policies and federal regulations.

Responsibilities

• Provide professional, courteous, and efficient service to all internal and external customers
• Respond to borrower inquiries via phone, email, or mail regarding mortgage and consumer accounts
• Process loan payments and update account information accurately
• Assist customers with escrow, taxes, insurance, PMI, and payment questions
• Review and maintain loan servicing records and documentation
• Review loan files for completeness, accuracy, and proper lien perfection
• Handle address changes, payoff requests, process paid-off loans, lien release process, and account updates
• Support delinquency monitoring and basic collections communication
• Process construction loan disbursements
• Research and resolve routine servicing issues or discrepancies
• Ensure compliance with federal and state mortgage servicing regulations
• Maintain confidentiality of customer financial information
• Escalate complex issues to senior servicing specialists or management

Requirements

• High school diploma or equivalent required
• Associate degree in business, finance, or related field preferred
• 0–2 years of customer service, banking, mortgage, or financial services experience
• Strong communication and problem-solving skills
• Basic understanding of mortgage terminology preferred
• Proficiency with Microsoft Office and data entry systems
• Ability to manage multiple tasks in a fast-paced environment
• Strong attention to detail and organizational skills
• Dependable with adherence to punctuality and attendance standards
• Ability to travel to all bank locations

Working Conditions

• Physical surroundings are generally pleasant and comfortable with protection from weather conditions but not necessarily from temperature changes
• Ability to sit or stand with freedom of movement on a regular basis
• Extensive operation of computers and other office equipment requiring dexterity, coordination, and frequent use of hands
• Some use of personal vehicle for business calls, site visits, and other needed travel outside of the bank
• Capacity to lift items weighing approximately thirty-five pounds
• Must be capable of performing all duties and responsibilities, either unaided or with reasonable accommodation