Mortgage Loan Servicer

Description Position Summary

The Mortgage Loan Servicer 2 is a mid-level servicing professional responsible for executing core servicing functions with increased autonomy and accuracy. This role builds on foundational servicing knowledge and introduces more complex tasks such as investor guideline adherence, escrow analysis, and regulatory compliance. The Mortgage Loan Servicer 2 supports team efficiency by mentoring junior staff and contributing to process improvements. This position is ideal for someone who has mastered the basics and is ready to take on more responsibility while continuing to grow in the mortgage servicing field.

• Post and correct mortgage payments, including specialty and payoff transactions accurately.
• Support multiple stages of the task lifecycle and contribute to key areas including:
  • Forced placed hazard insurance
  • Support for daily investor remittance verification
  • Support with payment processing including non-post and payment reversals
  • PMI Reconciliation and Termination Requests
  • Coordination of vendor setup
  • Property tax payment assistance
• Manage escrow accounts with moderate complexity, including tax and insurance disbursements, PMI cancellation, and out-of-season escrow analysis.
• Respond to borrower inquiries with professionalism and empathy, resolving issues and providing guidance on mortgage repayment.
• Review and verify wire requests, prepare general ledger entries, and support basic accounting functions.
• Apply investor-specific guidelines during servicing activities and elevate complex scenarios appropriately.
• Support assumption processes and loan modifications under supervision.
• Identify and document borrower complaints and resolutions in compliance with internal standards.
• Mentor Mortgage Loan Servicer 1 team members and assist with onboarding and training.
• Participate in internal audits and reviews, implementing feedback to improve servicing accuracy.
• Maintain working knowledge of servicing regulations and investor guidelines.
• Collaborate with internal departments to ensure servicing compliance.
• Foster a customer-first culture by modeling courteous, timely, and accurate service. Handle high-priority or sensitive interactions with professionalism and empathy.
• Contribute to process improvement initiatives and provide feedback on servicing systems and tools.
• Understand and adhere to all bank policies, laws and regulations applicable to your role. Complete compliance training, and follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Perform other job-related duties or special projects as assigned.
• An advanced knowledge level of federal and state regulations specific to mortgage servicing activities is required for consideration of advancement to Sr. Servicer.

• High school diploma required; post‑secondary education preferred.
• 2‑4 years of experience in mortgage servicing or related financial services.
• Demonstrated proficiency in Microsoft Office Suite and servicing software.
• Strong foundation in basic financial math including interest calculations, escrow analysis, and reconciliation.
• Basic understanding of investor and agency guidelines (e.g., Fannie Mae, FHLB) applicable to secondary market mortgages.
• Capable of managing multiple software applications and tasks simultaneously.

• Time efficient in managing multiple projects and deadlines
• Accurate and detailed
• Effective communicator
• Independence with team orientation
• Customer service focused
• Self‑directed and takes initiative
• Projects a professional image and positively promotes the bank's products, services and policies.
• Comfortable working in a fast‑paced environment with evolving regulations and processes
• Skilled in managing multiple software applications and digital tools simultaneously
• Enjoy providing high‑quality, phone‑level customer service with professionalism and empathy

Indoor work - not exposed to outdoor elements or hazards.
Some sedentary work and occasional lifting and/or carrying up to 10 pounds.
This role is eligible for hybrid work from home Wednesday opportunity under the work from home guidelines upon completion of onboarding.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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