Mortgage Customer Specialist

We are seeking a detail-oriented Loss Analysis and Loan Boarding Support Auditor to join our Mortgage Servicing Operations team. In this entry-level role, you will perform comprehensive document-to-data validation and audit reviews across all loan types (conventional, special loans, ARM, interest-only, modifications, and others) during the boarding and servicing lifecycle. You will ensure all loan documentation is accurately captured in our clients Mortgage Servicing Platform (MSP) and complies with business rules, servicing requirements, and regulatory standards.

• Conduct detailed reviews of loan notes, mortgage agreements, and supporting documentation
• Verify note terms including original balance, note rate, first payment date, maturity date, and payment frequency
• Cross-reference loan documents against MSP data entry to ensure accuracy and completeness
• Identify discrepancies and document findings for correction

• Review MSP screens (MAS1, SER1, MIP1, ARM1, etc.) to confirm accurate data entry
• Verify principal and interest payment calculations using 30/360 and actual/360 interest calculation methods
• Validate contractual due days, payment cycles, and billing cycle configurations
• Confirm correct payment modes and ACH delay days vs. late charge grace day requirements

• Verify loan-specific features across all product types including late charge rates, grace days, and calculation methods
• Review prepayment penalty (PPP) terms, default interest parameters, and acceleration clause provisions
• Validate principal reduction adjustment (PRA) amounts, vesting periods, and special loan provisions
• Review ARM parameters including rate reset mechanics, index selection, margin, and rate caps
• Review interest-only payment terms, balloon payment dates, and modification-related changes
• Validate special loan products including buydowns, DSI (Deferred Start Interest), and HELOC/other specialty products

• Verify default interest rates against state usury caps and compliance requirements
• Confirm loan documents include required verbiage (cross-default, assign rents, right receiver provisions)
• Validate loan type coding and special field settings in MSP
• Document compliance findings and flag exceptions for management review

• Complete comprehensive audit checklists for each loan review across boarding, special loans, and QC workstreams
• Perform quality control reviews to identify exceptions, data discrepancies, and validation issues
• Maintain detailed notes documenting validation steps and findings
• Prepare clear, concise reports on audit results and recommended corrections
• Track loan boarding status and maintain audit work documentation

• High School Diploma or GED required
• 0-2 years of experience in mortgage banking, loan servicing, or related financial services
• Strong attention to detail with ability to accurately review and verify complex loan documents
• Proficiency with Microsoft Excel and ability to navigate database systems
• Excellent written and verbal communication skills
• Ability to work independently and as part of a team
• Demonstrated ability to learn new systems and processes quickly
• Strong organizational and time-management skills

• Bachelor's degree in finance, accounting, business, or related field
• Previous mortgage servicing or loan boarding experience
• Familiarity with Mortgage Servicing Platform (MSP) systems and loan management systems
• Knowledge of various loan products including fixed-rate, ARM, interest-only, and specialty loans
• Understanding of ARM calculations, rate reset mechanics, and index-based adjustments
• Understanding of mortgage note terms and loan documentation standards across product types
• Experience with loan modifications, buydowns, and other special loan features
• Familiarity with mortgage regulatory requirements and compliance standards

• Attention to Detail: Ability to identify discrepancies in complex loan documentation and MSP data
• Analytical Skills: Capacity to review and interpret loan terms, calculate interest rates, and validate calculations
• Regulatory Compliance: Understanding of mortgage regulations and servicing requirements
• Documentation & Organization: Ability to maintain thorough records and prepare clear audit reports
• System Navigation: Comfort learning and working within multiple software systems
• Problem Solving: Ability to identify issues and escalate appropriately
• Communication: Clear documentation of findings for diverse stakeholders

This role is office-based and involves extended time at a computer workstation. The position requires:

• Ability to sit for extended periods
• Ability to review documents and data on screen for extended periods
• Ability to type and use standard office equipment
• Ability to meet daily, weekly, and monthly audit deadlines