Loan Servicing Analyst

Bachelor’s degree or equivalent experience
Exceptional customer service skills and the ability to build relationships with clients
Understand loan transaction history inquiry, including payment activity, escrow disbursements, rate and P&I changes, fee assessments, and payment reversals
Strong writing and verbal skills for effective communication with the borrowers
Comfortable with simple data modeling in Excel
Obsessive attention to detail and receptive to constructive feedback

Perform a range of loan servicing tasks: ACH setup, payment processing, payoff review, lien release submissions, overcharge reimbursements, mortgage verifications, county tax payment verifications, and property insurance renewals
Monitor servicing inboxes and respond to borrower and third-party inquiries in a timely, professional manner
Prepare payoff demand statements for internal loans and review third-party payoff demands for transferred loans
Troubleshoot borrower issues such as failed payments, online account access, ACH changes, force-placed insurance cases, and referrals to third-party servicers
Address insurance and property tax inquiries for both escrowed and non-escrowed loans
Resolve borrower concerns by investigating root causes, providing clear solutions, and following through until full resolution
Accurately document all borrower interactions within our mortgage servicing system
Ensure all borrower’s issues and complaints are resolved in a timely manner
Handle inbound borrower calls and conduct outreach to resolve delinquency-related matters
Provide feedback on servicing software tools and features to support ongoing product development