Mortgage Account & Servicing Analyst

Job Title:

Mortgage Account & Servicing Analyst

Non-Exempt

Manager Mortgage Account Services

Independently administers and manages a portfolio of residential mortgage loans with a primary focus on delinquency resolution, loss mitigation referral, escrow administration, and regulatory compliance. Serves as a key point of contact for borrowers, internal departments, and external stakeholders to evaluate financial risk, identify root causes of default, and implement appropriate resolution strategies in accordance with investor, federal, and agency guidelines.

Exercises professional judgment to mitigate financial loss, ensure adherence to servicing standards, and support the long-term performance and integrity of KHC's mortgage portfolio while delivering high-level customer service throughout the loan lifecycle.

• Proactively manage delinquent mortgage accounts through inbound and outbound borrower engagement in accordance with investor servicing requirements and federal regulatory standards.
• Conduct financial assessments to determine borrower hardship, repayment capacity, and appropriate resolution pathways, including informal repayment arrangements or referral to Loss Mitigation programs.
• Perform required 45-, 60-, 90-, and 120-day delinquency reviews, ensuring accurate documentation of borrower contact, financial analysis, and compliance with investor timelines.
• Exercise independent judgment in recommending account resolutions that balance borrower sustainability with organizational risk mitigation.
• Identify trends, recurring issues, or process gaps within assigned accounts and provide recommendations to management to improve servicing efficiency, compliance, and borrower outcomes.

• Serve as a knowledgeable resource for borrowers, internal teams, and third parties regarding mortgage account status, servicing requirements, and resolution options.
• Conduct in-office borrower meetings as needed to support complex resolution efforts and ensure clear communication of servicing expectations.
• Apply advanced interpersonal and de-escalation skills to resolve sensitive and high-stress borrower situations while maintaining compliance and professionalism.

• Ensure all borrower interactions, account actions, and servicing decisions comply with FDCPA, CFPB, FHA, VA, RHS, FNMA, Freddie Mac, PMI, and internal KHC policies.
• Generate, review, and follow up on required borrower correspondence to ensure accuracy, timeliness, and regulatory compliance across multiple servicing platforms.
• Prepare foreclosure-related documentation and liquidation forms within established investor and regulatory timelines to support legal and compliance requirements.

• Coordinate collection of escrow shortages and deficiencies efforts with borrowers and collaborate with Escrow Account Administration to facilitate timely escrow re-analysis and payment adjustments.
• Review and process daily suspend and unapplied payment reports, ensuring accurate application of funds and resolution of payment discrepancies.
• Communicate changes in borrower circumstances or property status to ensure appropriate insurance coverage and escrow compliance.

• Order and evaluate property preservation inspections to identify vacancy, occupancy changes, or risk conditions impacting collateral value.
• Coordinate actions necessary to secure and protect vacant or at-risk properties in compliance with investor requirements, safeguarding KHC’s financial and legal interests.
• Maintain accurate documentation and reporting related to property condition and preservation activities.

Federal housing programs, laws, and regulations

Crystal Reports software

Word processing/ spreadsheet applications such as Microsoft Word/Excel

Basic rules of grammar and business writing

Basic mathematic principles

Collecting, analyzing, and evaluating…