Servicing Support Specialist

The Servicing Support Specialist provides administrative and operational support across the Servicing department, with a primary focus on regulatory exam and audit support, Servicing Quality Control (QC) reviews, and report reviews. This position works cross-functionally with Servicing leadership and staff to ensure documentation, data, and reporting used for internal and external review are accurate, complete, and organized. This role requires strong attention to detail, organizational skills, and the ability to manage multiple deadlines in a fast-paced environment.

• Assist with the preparation, organization, and coordination of responses for regulatory examinations and audits, including compiling and tracking documentation requests from examiners or auditors.
• Perform Servicing Quality Control (QC) reviews by pulling loan-level documentation, verifying data accuracy against source systems, and logging review findings.
• Perform servicing call calibration by listening to recorded borrower and heir calls and completing the calibration form to assess quality and consistency against servicing and compliance standards.
• Assist with drafting, updating, and maintaining Servicing policies, procedures, and process documentation.
• Assist management with User Acceptance Testing (UAT) on Servicing initiatives and projects, including executing test scripts, documenting results, and reporting issues.
• Perform other administrative and ad hoc servicing support functions as assigned.