Default Loan Serving Specialist - Claims - ServiceMac

Who We Are

Service Mac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. Service Mac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

The Default Loan Servicing Specialist is responsible for servicing mortgage accounts and managing default claim activities in compliance with all applicable federal, state, investor, insurer, agency, and company requirements. This role performs a variety of default claims servicing functions within established timelines and workflow processes to ensure accurate claim filing, minimize risk, and support operational performance goals. The ideal candidate will have thorough working experience filing GNMA claims and possess a strong understanding of default servicing, loss mitigation, and investor/insurer requirements.

HOW YOU'LL CONTRIBUTE

• Service mortgage accounts to ensure all applicable activities are processed in compliance with all state and federal laws while maintaining compliance with Investor, Insurer, Agency, and company guidelines
• Order, review and maintain loan documents to include signing of documents needed to proceed within the default process
• Conduct a complete review of files to ensure all applicable time frames have been met in the relevant processes managed.
• Manage loan level requirements on assigned cases by interacting and instructing various parties such as mortgagors, attorneys, investors, insurers, trustees, appraisers, clients, and any other party involved with default.
• Review proceedings, records, and time frames in addition to working all system/database activities throughout the process.
• Diligently follow up on all outstanding requests and telephone calls from internal and external partners.
• Perform required research on loans with questionable items such as the application of payments, proper notification, and any other situation that may arise.
• Manage exception reporting used as key controls for minimizing risk.
• May prepare, validate and deliver accurate default service reports ensuring data integrity and adherence to investor, agency and regulatory requirements.
• May analyze default portfolio trends and performance metrics, identify data variances or risks, and partner with operations, compliance, and management to support decision-making and continuous process improvement.

HOW YOU'LL CONTRIBUTE

• Ensure claims are filed accurately, timely, and in compliance with applicable federal and state regulations, as well as investor, insurer, agency, and company guidelines.
• Process GNMA claims, including FHA, USDA, and VA Loss Mitigation claims, along with supplemental claims and appeals as applicable.
• Monitor and manage loans within assigned claims queues to ensure all required milestones and deadlines are met.
• Identify portfolio trends, operational risks, and process improvement opportunities, and communicate findings to management.
• Stay informed of regulatory, investor, insurer, and state law changes that may impact claim processing activities.
• Proactively follow up on outstanding requests and inquiries from both internal and external business partners.
• Prioritize workload effectively to ensure timely, accurate resolution of claims and related servicing issues.
• Maintain high levels of quality, accuracy, and attention to detail while adhering to established procedures and service-level expectations.
• Collaborate with team members and provide support across the…