Loan Servicer - Consumer Mortgage & Construction Lending

About the role

The Mortgage Loan Servicer is responsible for the administration and servicing of the bank's consumer mortgage and consumer construction loan portfolios. This position ensures accurate loan maintenance, payment processing, escrow administration/oversight, construction draw administration, customer service, and regulatory compliance throughout the life of each loan. The Loan Servicer serves as a primary point of contact for borrowers regarding servicing matters and works closely with lenders, contractors, title companies, inspectors, and internal bank personnel to ensure timely and accurate loan servicing.

What you'll do

Mortgage Loan Servicing

• Process and post mortgage payments accurately and timely.
• Maintain loan records and servicing systems, including borrower information, payment histories, interest rate changes, and loan modifications.
• Process principal reductions, payoff requests, assumptions, subordinations, and loan modifications.
• Prepare and process mortgage payoffs and satisfactions.
• Monitor adjustable-rate mortgage changes and ensure timely borrower notifications when applicable.
• Ensure servicing records are maintained accurately and in accordance with bank policies and regulatory requirements.
• Preparing and recording necessary notices and releases.

Consumer Construction Loan Servicing

• Administer consumer construction and renovation loans from closing through project completion.
• Review and process construction draw requests in accordance with approved loan terms and bank procedures.
• Coordinate inspections, lien waiver collection, title updates, and supporting documentation prior to disbursement of construction funds.
• Verify compliance with draw conditions and approved budgets.
• Monitor construction progress and completion timelines, escalating exceptions as appropriate.
• Maintain detailed records of draws, inspections, contractor documentation, and project status.
• Coordinate conversion of construction loans to permanent financing when applicable.
• Communicate with borrowers, contractors, builders, title companies, and lenders regarding draw requests and construction servicing matters.

Oversight

• Tracking hazard and flood insurance renewals, including loans without escrow
• Responsible for force-placed insurance notices and national disaster/flood disaster protection
• Oversee higher-priced mortgage escrow requirements and escrow cancellation requests
• Monitor tax delinquencies on loans without escrow

Customer Service

• Respond to borrower inquiries regarding loan balances, payment history, escrow accounts, construction draws, payoff information, and general loan servicing matters.
• Research and resolve servicing issues in a timely and professional manner.
• Provide borrowers with requested documentation, statements, and servicing information.
• Maintain a high level of customer service while protecting confidential customer information.
• Build and maintain positive relationships with borrowers and internal business partners.

Compliance and Reporting

• Ensure compliance with applicable federal and state mortgage servicing regulations, consumer protection laws, and bank policies.
• Assist with servicing-related audits, examinations, and internal reviews.
• Maintain accurate records and support regulatory and internal reporting requirements.
• Support annual reporting requirements, including escrow statements, tax reporting, and customer notices.
• Identify and report servicing exceptions, errors, and potential compliance concerns.

Qualifications

Education and Experience

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of mortgage servicing, loan operations, construction lending support, or related banking experience preferred.
• Experience with residential construction loan servicing, draw administration, or mortgage servicing strongly preferred.

Knowledge, Skills, and Abilities

• Knowledge of consumer mortgage servicing and residential construction lending practices.
• Extensive experience utilizing Jack Henry & Associates core banking platform required.
• Understanding of mortgage documents, construction loan documentation, escrow administration, and loan accounting.
• Familiarity with mortgage servicing regulations, including RESPA, TILA, CFPB servicing requirements, and related consumer lending regulations.
• Strong attention to detail and organizational skills.
• Ability to manage multiple projects and deadlines simultaneously.
• Strong customer service and communication skills.
• Ability to review documentation for completeness and accuracy.
• Proficiency with loan servicing systems, Microsoft Office applications, and banking software.