Position Summary The Servicing Support Specialist is responsible for providing proactive borrower communication and managing loan servicing functions throughout the life of the loan. This role includes high-volume outbound outreach, servicing request management, payoff processing, insurance compliance monitoring, and Deed of Release coordination within a structured ticketing environment. The position requires strong attention to detail, consistent follow-through, and the ability to balance borrower experience with operational and regulatory compliance in a fast-paced lending environment. Key Responsibilities

• Perform high-volume outbound borrower communication (via phone, email, and text)
• Conduct pre-30 payment reminder outreach and monitor assigned loan pipeline daily
• Provide accurate loan information including balances, amounts due, payoff figures, and servicing details
• Respond to all borrower emails within one business day and return missed calls by end of day
• Manage servicing requests, payoffs, insurance matters, and onboarding tasks through HubSpot ticketing system
• Prioritize and complete tickets according to established urgency standards
• Prepare and deliver accurate payoff statements within 1-2 business days
• Monitor loans with expiring or lapsed insurance and coordinate with borrowers and agents to secure adequate coverage
• Complete assigned Deeds of Release (DORs) by end of month and communicate anticipated delays
• Escalate high-risk situations, borrower inability to pay, or compliance concerns management promptly
• Maintain accurate documentation and activity logs within CRM and tracking tools
• Collaborate with servicing, accounting, underwriting, and management teams to ensure timely resolution of borrower matters
• Support internal controls and ensure adherence to company policies and loan documents Required Qualifications
• 2+ years of customer service, loan servicing, mortgage, or financial services experience
• Strong written and verbal communication skills
• Ability to manage high outbound communication volume while maintaining professionalism
• Experience working within a CRM or ticket management system
• High level of organization, attention to detail, and follow-through
• Ability to prioritize tasks and meet defined service-level timelines Preferred Qualifications
• Experience in private lending, hard money lending, or mortgage servicing
• Familiarity with insurance compliance and payoff processing
• Experience working in a high-volume, deadline-driven servicing environment Key Competencies
• Accountability and ownership
• Attention to detail
• Time management and prioritization
• Professional communication
• Problem-solving and critical thinking
• Ability to work independently while maintaining team collaboration

Job Type:

Full-time Pay:

$45,000.00 - $48,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Parental leave Vision insurance

Experience:

Customer Service:

2 years (Required)

CRM:

1 year (Required)

Work Location:

In person