Escrow Operations Specialist

United Wholesale Mortgage•Mi Metro, MI

About The Position

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.

Requirements

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 Haves

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).

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.

Benefits

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