Mortgage Loan Servicing Support Specialist

Job Description and Requirements

The Mortgage Loan Servicing Support Specialist will be responsible for ensuring the accurate and timely processing of all mortgage insurance and tax disbursements and refunds, resolving escrow exceptions, and supporting daily investor reporting and custodial account reconciliations. Resolves escalated member and vendor issues. Ensures compliance with regulatory, investor, and organizational requirements while supporting efficient and accurate mortgage servicing operations.

Essential Functions and Responsibilities:

- Process all insurance disbursements, including review of insurance-tracking system notifications, incoming insurance emails, and force-placed (FP) invoices to ensure accurate and timely premium payments.
- Reduce manual workload by utilizing insurance-tracking system invoice workflows and identifying automation opportunities to streamline insurance payment processing.
- Process property taxes disbursements using tax-servicing vendor reports, verifying parcel accuracy, tax amounts, and due dates, and ensuring timely remittance.
- Research and resolve insurance-related exceptions, including lender-placed coverage, cancellations, insufficient coverage, and disbursement discrepancies.
- Manage inbound and outbound insurance communications, ensuring timely updates to servicing records and prompt resolution of member or vendor discrepancies.
- Perform investor reporting duties, including daily investor remittances, preparation of transmission of LAR files, and validation of loan-level reporting accuracy.
- Reconcile investor custodial accounts, resolving discrepancies, suspense items, timing differences, and variances to maintain investor compliance.
- Process PMI, insurance, and property tax refunds, validating refund documentation and ensuring timely posting and communication.
- Review and resolve escrow exceptions, including tax and insurance variances, delinquent items, and documentation gaps, ensuring accurate escrow account maintenance.
- Address and resolve escalated member inquiries related to insurance, taxes, escrow changes, and investor requirements, ensuring clear communication and regulatory compliance.
- All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).

Requirements:

- High School Diploma or GED
- 6 months of member/customer service experience
- Must be available to work on Saturdays as needed
- Ability to use phone and automated loan system effectively
- Strong interpersonal, communication, and organization skills
- Ability to manage a heavy workload in a fast paced environment
- Strong proficiency with Excel, Outlook, Word and DocuSign

Preferred:

- Bilingual in English/Spanish

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.