Job Summary The Mortgage Servicing Specialist is a cross-functional position responsible for supporting various functions within the Servicing Department, including customer service, cashiering, collections, delinquency management, and tax and insurance administration and is expected to develop proficiency in each assigned area. This position serves as a key point of contact for borrowers and is responsible for providing exceptional customer service while ensuring compliance with company policies, investor requirements, and applicable federal and state regulations. The Mortgage Servicing Specialist will participate in cross-training opportunities across multiple servicing functions and may perform duties in various areas of the department based on business needs and operational demands. Responsibilities 1. Customer Service and Cashiering Support Process mortgage payments and cashiering transactions received through ACH, wire transfers, checks, and cash. Assist customers with walk-in transactions and account inquiries. Respond to customer inquiries received through telephone, email, fax, mail, and other communication channels. Research and resolve customer account issues in a timely and professional manner. Perform administrative and operational support duties related to mortgage servicing activities. Maintain accurate records and documentation in accordance with company policies and procedures. Process account transactions and ensure proper documentation of all servicing activities. 2. Collections and Delinquency Management Monitor delinquent mortgage accounts and assist borrowers in resolving past-due balances. Contact borrowers through verbal and written communication regarding delinquent accounts. Discuss available options and solutions to help borrowers bring accounts current. Assist with efforts to reduce delinquency levels and prevent loan defaults. Document borrower communications and collection activities in accordance with company policies and regulatory requirements. Develop and maintain knowledge of loss mitigation programs and borrower assistance options. Maintain accurate records of collection efforts and borrower interactions. 3. Tax and Insurance Administration Process payments for escrowed items, including real estate taxes, homeowner's insurance premiums, Mortgage Insurance Premiums (MIP), and Private Mortgage Insurance (PMI) in a timely and accurate manner. Ensure current insurance billing information is received, reviewed, and properly documented within the servicing system. Work closely with tax service providers and taxing authorities to ensure accurate and timely payment of real estate taxes. Monitor and respond appropriately to insurance cancellation notices and force-placed insurance requirements. Establish and update tax and insurance information on new and existing loans. Process insurance loss draft claims and coordinate supporting documentation and disbursements. Assist borrowers, insurance companies, taxing authorities, staff members, and third parties with inquiries related to tax and insurance matters. Maintain records, reconcile accounts, and prepare reports related to tax and insurance functions. Ensure compliance with investor requirements, regulatory standards, and company policies. 4. Cross-Training and Departmental Support Participate in cross-training opportunities throughout the Servicing Department. Develop proficiency in customer service, cashiering, collections, tax and insurance administration, and other servicing-related functions. Provide backup support for servicing personnel as needed. Assist with departmental projects and operational initiatives. Perform other duties as assigned by management. Qualifications High School Diploma or equivalent required. Mortgage lending, mortgage servicing, banking, collections, or customer service experience preferred. Strong communication and customer service skills. Knowledge of mortgage products and servicing practices preferred.

Pay:

$15.00 - $20.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Flexible spending account Health insurance Life insurance Paid time off Tuition reimbursement

Work Location:

In person