Escrow Operations Specialist

The Escrow Operations Specialist on the Mortgage Servicing Team serves as the primary point of contact for customers with questions or concerns related to their escrow accounts. This includes interpreting and explaining escrow analysis statements handling tax and insurance disbursement inquiries and providing support regarding payment changes. The specialist must have a strong understanding of mortgage servicing operations particularly escrow analysis and provide accurate empathetic and efficient customer service via phone and written communications.

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.

Must-Have Qualifications:
High school diploma or equivalent required; Associates or Bachelors 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).

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans Its all happening on UWMs campus where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

Its no wonder that out of our six pillars People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other our clients and our community. Whether its 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 youll feel the encouragement and support on day one. No matter your race creed gender age sexual orientation and ethnicity youll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons youll 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 physicians 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