Mortgage Servicing; W2

Primary Responsibilities

• Provide timely support for inquiries and escalations, ensuring resolution within defined SLAs.
• Collaborate with internal teams and senior management to coordinate responses and follow-ups.
• Monitor internal reporting tools to identify and manage new inquiries and escalations.
• Conduct detailed reviews of mortgage loans, particularly those in early to late-stage delinquency.
• Partner with external vendor to track and respond to escalations efficiently.
• Develop and maintain reporting dashboards to monitor inquiry volumes, response times, aging, and trends.
• Assess reported issues for potential client impact and facilitate appropriate internal and external communications.
• Offer backup support to other members of the Servicing Oversight team as needed.
• Contribute to ad hoc projects and assist management with servicing oversight initiatives.
• Perform additional duties as assigned by management.

• Mortgage servicing experience is must.
• 3 to 5 years of experience within client services and mortgage servicing, including loan onboarding, loan administration, and default management.
• Preferred 1+ years of management/supervisory experience.
• Mortgage servicing experience, including working knowledge of escrow, insurance and tax tracking, payment processing, etc.
• Working knowledge of applicable regulatory guidelines related to mortgage servicing.
• Adhere to turn‑time commitments while working in a high‑volume environment.
• College degree preferred.

• Excellent organization skills.
• Strong verbal and written communication skills.
• Strong computer skills – must be familiar with navigating a Microsoft Windows environment and have a working knowledge of Microsoft Office software.
• Preferred knowledge of mortgage servicing tools, including MSP / Director.
• High level of accuracy and detail oriented/multitasking.
• Must have excellent teamwork orientation and the ability to work independently in a fast‑moving environment.

All your information will be kept confidential according to EEO guidelines.