Capital Bank
Mortgage Loan Servicing Specialist
The Mortgage Servicing Specialist is responsible for managing the day-to-day servicing activities of mortgage loans, ensuring accuracy, compliance, and exceptional customer service. This role supports the full lifecycle of mortgage servicing, including payment processing, escrow administration, investor reporting, and resolution of borrower inquiries. The specialist will work closely with internal teams and external partners to maintain operational efficiency and regulatory compliance. Position Responsibilities Administration Process and reconcile mortgage payments, payoffs, and adjustments accurately and timely. Manage escrow accounts, including tax and insurance disbursements, annual analysis, and shortage/overage handling. Monitor delinquent accounts and assist with collections or loss mitigation processes as needed. Customer Service Respond to borrower inquiries regarding loan terms, payment history, escrow accounts, and payoff requests. Provide clear, professional communication to resolve issues promptly and maintain positive customer relationships. Compliance & Reporting Ensure adherence to Servicing & federal, state, and investor guidelines (e.g., RESPA, CFPB, Fannie Mae/Freddie Mac requirements). Prepare and submit accurate investor and regulatory reports within required timelines. Maintain detailed records and documentation for audits and quality control reviews. Partner closely with Compliance teams to execute regulatory requirements and ensure processes and procedures are continuously evolved to meet changes in regulatory standards. Operational Support Collaborate with Loan Operations team members to improve processes and enhance efficiency. Assist with system updates, testing, and implementation of new servicing technologies or workflows. Required Education and Experience Bachelor's Degree+ in Business Studies, Finance, or Business Administration, or related field. 3+ years of mortgage servicing or loan operations experience required. Familiarity with mortgage regulations and investor guidelines. Proven experience with payment processing, loan boarding, account maintenance, and customer service. High aptitude for problem solving. Strong attention to detail and organizational skills. Excellent communication and problem-solving abilities. Proficiency in mortgage servicing systems and Microsoft Office Suite. Preferred Education and Experience 1+ years of supervisory or management experience preferred. Experience with Fiserv Premier and Encompass strongly desired. Experience with data analysis from SalesForce or similar CRM applications Qualifications and Skills Customer-focused mindset with a commitment to service excellence. Ability to work independently and collaboratively in a fast-paced environment. High level of integrity and adherence to compliance standards. Compensation Base Salary Range: $29.60 - $44.41 hourly. Final determination of where you are at in the salary range is based on numerous factors such as geographic location, relevant experience, skill set, education, and ability to meet qualifications within the job description. Additional Compensation: This role will include a yearly annual target bonus based on individual performance. Additional Details Must have the ability to travel locally for training as needed. Hybrid/In-Office
local DMV market Capital Bank, N.A. is an E-Verify, Affirmative Action and Equal Opportunity Employer.
The Mortgage Servicing Specialist is responsible for managing the day-to-day servicing activities of mortgage loans, ensuring accuracy, compliance, and exceptional customer service. This role supports the full lifecycle of mortgage servicing, including payment processing, escrow administration, investor reporting, and resolution of borrower inquiries. The specialist will work closely with internal teams and external partners to maintain operational efficiency and regulatory compliance. Position Responsibilities Administration Process and reconcile mortgage payments, payoffs, and adjustments accurately and timely. Manage escrow accounts, including tax and insurance disbursements, annual analysis, and shortage/overage handling. Monitor delinquent accounts and assist with collections or loss mitigation processes as needed. Customer Service Respond to borrower inquiries regarding loan terms, payment history, escrow accounts, and payoff requests. Provide clear, professional communication to resolve issues promptly and maintain positive customer relationships. Compliance & Reporting Ensure adherence to Servicing & federal, state, and investor guidelines (e.g., RESPA, CFPB, Fannie Mae/Freddie Mac requirements). Prepare and submit accurate investor and regulatory reports within required timelines. Maintain detailed records and documentation for audits and quality control reviews. Partner closely with Compliance teams to execute regulatory requirements and ensure processes and procedures are continuously evolved to meet changes in regulatory standards. Operational Support Collaborate with Loan Operations team members to improve processes and enhance efficiency. Assist with system updates, testing, and implementation of new servicing technologies or workflows. Required Education and Experience Bachelor's Degree+ in Business Studies, Finance, or Business Administration, or related field. 3+ years of mortgage servicing or loan operations experience required. Familiarity with mortgage regulations and investor guidelines. Proven experience with payment processing, loan boarding, account maintenance, and customer service. High aptitude for problem solving. Strong attention to detail and organizational skills. Excellent communication and problem-solving abilities. Proficiency in mortgage servicing systems and Microsoft Office Suite. Preferred Education and Experience 1+ years of supervisory or management experience preferred. Experience with Fiserv Premier and Encompass strongly desired. Experience with data analysis from SalesForce or similar CRM applications Qualifications and Skills Customer-focused mindset with a commitment to service excellence. Ability to work independently and collaboratively in a fast-paced environment. High level of integrity and adherence to compliance standards. Compensation Base Salary Range: $29.60 - $44.41 hourly. Final determination of where you are at in the salary range is based on numerous factors such as geographic location, relevant experience, skill set, education, and ability to meet qualifications within the job description. Additional Compensation: This role will include a yearly annual target bonus based on individual performance. Additional Details Must have the ability to travel locally for training as needed. Hybrid/In-Office
local DMV market Capital Bank, N.A. is an E-Verify, Affirmative Action and Equal Opportunity Employer.