Mortgage Consultant

Department: Rural & Housing Loan Servicing

Employment Type: Full-Time

Position Summary:

The Mortgage Clerk supports the Rural & Housing Loan Servicing team by performing administrative, operational, and customer service functions related to loan servicing, insurance tracking, loss claims, and account research. This role is responsible for maintaining accurate loan records, processing transactions, coordinating correspondence, and ensuring compliance with Single Family Housing Guaranteed Loan Program (SFH-GLP) regulations, policies, and procedures. The ideal candidate is detail‑oriented, organized, and capable of handling high volumes of data entry, research, and customer communication.

Key Responsibilities:

• Procure information from insurance companies via telephone and maintain updated insurance records.
• Process loan servicing tasks including posting payments and payoffs in Loan Serv.
• Update insurance information and issue payments to insurance companies as needed.
• Prepare UPS labels and coordinate overnight mailings.
• Work and import correspondence into the Electronic Customer File.
• Prepare and document global system notes in Loan Serv and Sagent.
• Prepare payoff quotes and support payoff processing.
• Research loan accounts and provide resolutions, analysis, and updates to management and customers.
• Perform data entry, image documents, and maintain organized electronic records.
• Process skip trace information to support account servicing.
• Provide administrative and operational support for the Single Family Housing Guaranteed Loan Program (SFH-GLP).
• Process loss claims in accordance with SFH-GLP regulations, policies, and procedures.
• Support loss claim projects and process all related subtasks for the SFH Claims Branch.
• Provide lender/servicer customer service support via phone and email regarding account inquiries.
• Answer incoming calls, return voicemails, respond to status requests, and manage email correspondence.
• Initiate tasks in the imaging workflow from the centralized SO SFH-G lender email account for SCB and SSB.
• Ensure all calls and emails from centralized communication channels are handled in accordance with service standards.
• Process Chapter 13 and Chapter 7 bankruptcy cases, including maintaining 410A bankruptcy history documentation.
• Prepare case files for legal vendors and assist with documentation required for legal services.
• Review loan cases and provide recommendations regarding acceleration actions.

Qualifications:

• 1–3 years of administrative, mortgage servicing, loan operations, or financial services experience preferred.
• Experience with loan servicing systems such as Loan Serv, Sagent, or similar platforms is a plus.
• Familiarity with mortgage insurance tracking, bankruptcy processing, or loss claims preferred.
• Strong data entry and documentation skills with a high level of accuracy.
• Ability to manage multiple tasks, prioritize workload, and meet deadlines.
• Strong problem‑solving and account research skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office and comfortable learning new systems.

Core Competencies:

• Attention to detail and accuracy
• Organization and time management
• Analytical and research skills
• Ability to work independently and within a team
• Professional communication and documentation skills

This role supports a high‑volume loan servicing operation and requires consistent interaction with internal teams, lenders/servicers, insurance providers, and external vendors. The Mortgage Clerk must be comfortable handling routine administrative tasks, processing transactions, and managing detailed documentation in a structured, compliance‑driven environment.