Mortgage Loan Senior Servicer

Position Summary: The Senior Mortgage Servicer supports the Mortgage Loan Servicing team, consistently demonstrating a high level of expertise and customer service. This professional acts as a subject matter expert for the team on policy, procedure, and system questions while driving efficiency and compliance in all servicing activities. This leader not only executes key operations needs but also mentors team members and spearheads process improvements. We are looking for an experienced servicer with a genuine care for team members, our internal partners, and customers.

Essential Functions:

• Execute and coordinate key daily activities of the Mortgage Servicing team, ensuring workflows are efficient, accurate, and aligned with service standards.
• Ability to execute full task lifecycles and provide guidance in areas including:
• PMI termination requests
• Property tax payments
• Homeowners insurance claims
• Flood insurance tracking and regulation compliance
• Forced-placed insurance
• Amendments and loan modifications
• Commercial loan escrow (including multi-property loans)
• Secondary support for daily investor balancing and remittance
• Demonstrate subject matter expertise on complex and high-risk functions
• Oversee the end-to-end assumption process, including timeline management, borrower communication, coordination with underwriting and legal teams, document preparation, and investor involvement.
• Deliver initial and ongoing training, mentor team members, and foster professional growth through knowledge sharing and coaching.
• Encourage collaboration and cross-training among staff to build a well-rounded team. Ability to lead team meetings and huddles as needed to keep members informed and engaged.
• Track task volume, workflow efficiency, and quality. Analyze data and provide regular performance reports to management.
  Act as the lead resource for complex servicing questions and unique scenarios. Review and refine processes and resolve escalated issues.
• Work closely with departments such as Collections to support borrowers in distress, including assistance with repayment plans and documentation.
• Identify and implement process enhancements to improve efficiency, accuracy, and customer satisfaction. Evaluate new technologies, suggest workflow changes, and lead small projects or task forces.
• Maintain deep knowledge of servicing regulations, investor guidelines, and internal policies. Ensure all team processes are compliant.
• Collaborate on the planning and execution of new initiatives. Contribute deliverables that align with organizational goals.
• Proactively identify compliance issues or red flags in daily operations. Address findings from audits and reviews, implement corrective actions, and assess risk areas continuously.
• Take leadership role in the efforts to prepare for regulatory exams and investor audits. Ensure documentation and processes are audit ready.
• Foster a customer-first culture by modeling courteous, timely, and accurate service. Handle high-priority or sensitive interactions with professionalism and empathy.
• Provide end-user feedback and participate in testing for servicing-related software changes and updates.
• 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.
• Take ownership of special projects and other job-related responsibilities as assigned.

Qualifications:

• Bachelor’s degree in business, finance, or related field (or equivalent experience).
• 5–7 years of experience in mortgage servicing (subject to manager’s discretion).
• Must complete MBA’s Residential Certified Mortgage Servicer (RCMS) Level II within two years.
• Deep knowledge of loan servicing strategy and operations.
• Thorough understanding of investor and agency guidelines (e.g., Fannie Mae, FHLB) applicable to secondary market mortgages.
• Strong foundation in financial and basic math, including interest calculations, amortization, escrow analysis, reconciliation of pay histories and general ledger entries.
• Highly proficient in Microsoft Office Suite (Excel, Word, Outlook, etc.) as well as Proficient in using collaboration platforms (e.g., shared drives, digital workspaces).

Preferred Talents:

• Time efficient in managing multiple projects and deadlines
• Accurate and detailed
• Effective communicator
• Independent with team orientation
• Customer service focused
• Self-directed and takes initiative
• A positive, can-do attitude that helps maintain team morale
• Comfortable working in a fast-paced environment with evolving regulations and processes
• Project a professional image and positively promotes the bank’s products, services and policies
• Skilled in managing multiple software applications and digital tools simultaneously
• Comfortable with moderate to advanced use of servicing systems and software
• Proven leadership skills with a successful track record of directing team collaboration
• Enjoy providing high-quality, phone-level customer service with professionalism and empathy
• Engage with internal stakeholders in a way that promotes confidence in the department

Working Environment:

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.

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.