Role: The Mortgage Servicing Specialist is responsible for providing accurate and timely support throughout the life of a mortgage loan. This role researches and resolves borrower inquiries, processes servicing transactions, maintains accurate loan records, and ensures compliance with company and regulatory requirements.
Major Duties and Responsibilities
- Respond to borrower and internal inquiries via phone, email, or secure messaging regarding payments, escrow, balances, fees, payoffs, and account activity.
- Research and resolve loan servicing issues, discrepancies, and account corrections.
- Process payments, adjustments, reversals, escrow transactions, payoffs and other servicing activities accurately and timely.
- Maintain accurate documentation of account activity and borrower communications.
- Follow applicable servicing procedures, investor guidelines, and regulatory requirements.
- Collaborate with internal departments to resolve borrower and loan-level issues.
- Provide professional, empathetic, and solutions-focused customer service.
- Process, analyze, and verify Private Mortgage Insurance (PMI) cancellations.
- Manage loss draft requests to ensure collateral is protected.
- Effectively track paid off mortgages; draft and record releases.
Other Duties
- Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
- Exhibit Blaze’s Core Values: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back Regular and predictable attendance
- Perform other duties as assigned to support effective department operation.
