Mortgage Servicing Specialist

The Servicing Oversight Specialist is responsible for managing client inquiries and escalations related to mortgage servicing, ensuring timely resolution within established SLAs. This role partners closely with internal teams, senior leadership, and external vendors to assess servicing issues, mitigate client impact, and maintain compliance with regulatory standards. The ideal candidate has strong mortgage servicing experience, excellent organizational skills, and thrives in a high-volume, fast-paced environment.

• Manage and resolve client inquiries and escalations within defined service-level agreements (SLAs).
• Monitor internal reporting systems to identify, track, and prioritize new inquiries and escalations.
• Partner with external vendors to ensure timely responses and effective escalation resolution.
• Assess reported servicing issues for potential client impact and coordinate appropriate internal and external communications.

• Conduct detailed reviews of mortgage loans, with a focus on early- to late-stage delinquency.
• Evaluate servicing activity related to escrow, insurance, tax tracking, payment processing, and default management.
• Ensure servicing practices align with regulatory guidelines and internal policies.

• Develop, maintain, and analyze dashboards tracking inquiry volume, aging, response times, trends, and SLA performance.
• Provide actionable insights to management to support servicing oversight and process improvements.
• Collaborate with internal teams and senior management to coordinate responses, follow-ups, and remediation plans.
• Provide backup support to other members of the Servicing Oversight team as needed.
• Support ad hoc projects and servicing oversight initiatives as assigned by management.

• Mortgage servicing experience (mandatory).
• 3–5 years of experience in client services and mortgage servicing, including loan onboarding, loan administration, and default management.
• Strong working knowledge of mortgage servicing operations, including escrow, insurance, taxes, and payment processing.
• Ability to manage deadlines and maintain accuracy in a high-volume environment.
• Excellent written and verbal communication skills.

• 1+ year of management or supervisory experience.
• Working knowledge of mortgage servicing regulatory requirements.
• Familiarity with mortgage servicing platforms such as MSP / Director.

Pay Rate - $35-$40.00/hour

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.