Loan Servicing Assistant

Job Description

Loan Servicing Assistant – Columbia, SC (Hybrid)

The Loan Servicing Assistant supports the servicing of mortgage loans. Work may entail working with sub‑servicers on default and/or non‑default loans. Responsibilities may include processing routine transactions, documenting loan history, responding to customers, investors, or other 3rd party inquiries, researching and/or preparing documentation, or analyzing requests in accordance with established guidelines and determining the appropriate course of action.

• Handle inbound mortgage‑related inquiries, resolve issues, or escalate as needed.
• Enter, monitor, and close cases in the Bank’s case management system.
• Create and track escalated requests and complaints in CSG Assyst.
• Retrieve, maintain, and update customer account information across systems.
• Collaborate with sub‑servicers to process adjustments, corrections, and changes.
• Review and execute interest rate reduction modifications and recast requests.
• Ensure compliance with mortgage regulations, policies, and service standards.
• Scan and update executed documents and loan data in sub‑servicing systems.
• Prepare and review reports for audits, investor requirements, and regulatory reviews.
• Perform additional duties, including monitoring claims, updating procedures, and supporting OFAC and annual reviews.

• High school diploma required.
• 2–3 years of customer service experience; 1–2 years of mortgage experience preferred.
• Strong follow‑up, problem‑solving, and analytical skills.
• Excellent written and verbal communication abilities.
• Proficient in Microsoft Office and other business applications.
• Ability to manage multiple priorities in a fast‑paced environment with minimal supervision.
• Maintain confidentiality and professionalism at all times.