Senior Loan Servicing Specialist

Key Responsibilities

• Serve as the main point of contact for servicing-related inquiries; provide clear, timely, and professional updates.
• Partner with borrowers to monitor project progress (milestones, budgets, draw cadence) and remove roadblocks by coordinating with Draws/Processing/Underwriting.
• Set up and manage ACH/auto-pay; collect payments via approved channels.
• Accurately apply payments, late fees, and adjustments; reconcile suspense/exception items and resolve NSFs/chargebacks.
• Maintain clean, audit-ready loan histories and statements in the servicing system.
• Prepare accurate payoff statements (including per diem interest, fees, and any prepayment/extension provisions per the loan documents).
• Coincide with title/escrow on payoff remittance, reconcile final funds, and trigger lien release/deed of reconveyance and collateral file updates.
• Run pre-maturity outreach campaigns (e.g., 60/30/15-day check-ins) to align on exit strategy: refinancing, sale, extension, or payoff.
• Track and communicate key dates; escalate risk of maturity defaults early to prevent last-minute issues.
• Intake and process extension requests: gather updated docs, route for credit/risk review, calculate fees, and prepare execution packages.
• Ensure servicing system is updated for new terms and payment schedules; communicate clearly with borrowers on next steps.
• Conduct respectful, solution-oriented outreach for past-due accounts; arrange payment plans per policy.
• Generate and send notices per company guidelines; document all communications thoroughly.
• Partner with risk/legal on escalations while maintaining a borrower-first approach.
• Track insurance renewals and proof of coverage; coordinate force-placement per policy when required.
• Monitor property taxes/escrows and address delinquencies or shortages proactively.
• Identify bottlenecks and recommend process improvements to enhance speed, accuracy, and borrower experience.

What We’re Looking For

• Customer Service Excellence: Empathetic, responsive communicator who builds trust and sets clear expectations.
• Detail Orientation: Precise with numbers, dates, fees, and documentation; strong follow-through.
• Problem-Solving & Critical Thinking: Proactive in resolving issues and preventing avoidable delays or defaults.
• Adaptability: Thrives amid rapid change, shifting priorities, and tight timelines in a startup environment.
• Team Collaboration: Partners seamlessly with Sales, Processing, Underwriting, Draws, and Closing.

Preferred Experience

• Experience in loan servicing, private/hard money lending, mortgage servicing, or related financial services.
• Familiarity with short-term bridge/RTL and DSCR rental products, payoff calculations, extensions, and early-stage collections.