Servicing Administration Assistant

Key Responsibilities

• Email Management (Gmail): Monitor, prioritize, and respond to a high volume of incoming emails daily with accuracy and urgency. Flag and escalate time-sensitive issues to appropriate departments or team members. Maintain a zero-backlog policy by organizing emails with labels and follow-up reminders.
• MSP Explorer - Black Knight Navigation: Accurately retrieve, review, and enter loan-level data within MSP Explorer. Validate account statuses, payment histories, and loan documentation. Update and maintain loan records to reflect current servicing activity and communication.
• Document Research & Processing: Locate, review, and verify mortgage-related documents (e.g., payment histories, collection letters, escrow analyses, etc.) in response to borrower requests received through the Customer Service department. Serve as a liaison between internal teams and borrowers by ensuring all requested documentation is accurate, compliant, and delivered in a timely and professional manner. Maintain clear communication with customer service representatives to confirm request details and ensure borrower expectations are met or exceeded. Identify missing documents and proactively request or retrieve them. Maintain document naming and filing conventions per company standards.
• Data Entry & Quality Assurance: Accurately enter data into company systems. Double-check information before submission to avoid errors or compliance issues. Regularly audit your own work for quality and consistency.
• Communication & Accountability: Proactively update managers and teammates on task status, blockers, or unusual findings. Respond to internal requests with professionalism and timeliness. Take ownership of outcomes without excuses or deflection.

Basic Qualifications

• Proven experience with problem-solving skills and attention to detail
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Proficiency in Windows and Encompass (Encompass preferred)
• Strong problem-solving skills and attention to detail

Specific Qualifications

• Effective Communication: Maintains clear, concise, and proactive communication with team members and supervisors. Seeks clarification when necessary and provides timely updates to ensure alignment and transparency across tasks and responsibilities.
• Personal Accountability: Takes full ownership of assigned duties, follows through on commitments, and holds oneself to high performance standards. Proactively addresses challenges and seeks solutions without shifting responsibility.
• Professional Integrity: Exercises sound judgment and ethical conduct in all work activities. Demonstrates honesty, consistency, and reliability-even when working independently or under minimal supervision.
• Mutual Respect: Interacts with colleagues, clients, and stakeholders in a courteous, professional, and considerate manner. Values diverse perspectives and upholds confidentiality and trust in all communications and data handling.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance