Mortgage Servicer

Role & 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