Mortgage Servicer

Job Title: Mortgage Servicer (Voice)

Location: Coimbatore

Shift: Night Shift (Monday Friday)

Job Type: Full-time

Job Overview:

A US Mortgage Servicer is responsible for managing loans after they are originated and ensuring borrowers remain compliant with their payment obligations.

Key Responsibilities:

• Loan Management:
• Process monthly payments and apply them accurately to principal, interest, taxes, and insurance (PITI).
• Manage escrow accounts for property taxes and insurance.
• Monitor payment delinquencies and proactively reach out to borrowers to discuss repayment options.
• Customer Support:
• Address borrower inquiries regarding payments, escrow, interest rates, and account details.
• Provide exceptional customer service through phone, email, and other communication channels.
• Educate borrowers about loan terms, payment options, and regulatory requirements.
• Compliance and Documentation:
• Ensure compliance with federal, state, and investor guidelines (e.g., CFPB, RESPA, and Fannie Mae/Freddie Mac servicing requirements).
• Maintain accurate records of loan status, borrower interactions, and escrow analysis.
• Generate and review notices such as payment reminders and annual escrow statements.
• Default Management:
• Identify delinquent accounts and initiate collections efforts.
• Assist in loss mitigation efforts, including loan modifications, repayment plans, and foreclosure prevention.
• Collaborate with foreclosure attorneys and bankruptcy teams as necessary.
• Technology and Tools:
• Utilize servicing software (e.g., MSP by Black Knight, Encompass, or other loan servicing platforms) for tracking and managing accounts.
• Monitor automated payment systems and troubleshoot issues.
• Reporting and Analysis:
• Generate and review portfolio performance reports.
• Analyze trends in delinquency rates and make recommendations for process improvements.
• Report critical data to investors, regulators, or management as required.

Qualifications:

• Education and Experience:
• A bachelor’s degree in finance, business, or related field is preferred.
• 1–3 years of experience in mortgage servicing, banking, or financial services.
• Technical Skills:
• Proficiency in loan servicing platforms and Microsoft Office Suite.
• Familiarity with escrow analysis tools and reporting software.
• Soft Skills:
• Strong communication, negotiation, and problem-solving abilities.
• Attention to detail and organizational skills.
• Ability to work under pressure and manage time effectively.
• Regulatory Knowledge:
• Understanding of US mortgage regulations (e.g., RESPA, TILA, and FDCPA).
• Awareness of investor-specific guidelines (e.g., Fannie Mae, Freddie Mac, FHA).
• Customer-Centric Approach:
• Commitment to providing high-quality customer service and maintaining a professional demeanor.