Job Description
Job Description
Overview
Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.
It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.
From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.
More reasons you’ll love working here include:
- Paid Time Off (PTO) after just 30 days
- Additional parental and maternity leave benefits after 12 months
- Adoption reimbursement program
- Paid volunteer hours
- Paid training and career development
- Medical, dental, vision and life insurance
- 401k with employer match
- Mortgage discount and area business discounts
- Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
- Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
- Gourmet cafeteria featuring homemade breakfast and lunch
- Convenience store featuring healthy grab-and-go snacks
- In-house Starbucks and Dunkin
- Indoor/outdoor café with Wi-Fi
Responsibilities
• Clearly explain escrow changes, shortages, surpluses, and the reasons behind increases or decreases in mortgage payments.
• Investigate and resolve discrepancies related to escrow balances, tax and insurance payments, and lender-placed insurance.
• Communicate with internal teams and third-party vendors (e.g., tax service companies, insurance providers) as needed to resolve customer issues.
• Document all interactions and follow-ups in the loan servicing system in accordance with company standards.
• Process customer-initiated requests such as escrow waivers, payment reanalyses, or account corrections.
• Stay up to date on escrow-related regulations (e.g., RESPA), investor guidelines, and internal servicing policies.
• Maintain compliance with federal, state, and investor servicing requirements.
Qualifications
Must-Have Qualifications:
• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• 2+ years of experience in mortgage servicing, specifically escrow analysis, customer service, or call center operations.
• Strong knowledge of escrow accounts, property taxes, hazard insurance, and escrow analysis procedures.
• Excellent communication skills with the ability to explain complex concepts clearly and calmly.
• Strong attention to detail, problem-solving, and analytical skills.
• Proficiency in mortgage servicing systems (e.g., MSP) and Microsoft Office Suite.
• Ability to work in a fast-paced, customer-focused environment while meeting performance metrics.
Nice To Have Qualifications:
• Experience using Black Knight MSP or similar loan servicing platforms.
• Bilingual (English/Spanish) skills a plus.
• Knowledge of investor guidelines (e.g., Fannie Mae, Freddie Mac, FHA, VA).