Home Mortgage Escrow Senior Specialist

Citizens Financial Group • Glen Allen, VA

2d

About The Position

The Home Mortgage Escrow Senior Specialist plays a key role in ensuring the accuracy and integrity of customer escrow accounts within Home Mortgage Servicing. This position is responsible for performing detailed escrow analyses to determine whether borrower payments will sufficiently cover upcoming obligations such as taxes, hazard insurance, and mortgage insurance. In this fast-paced, high-volume environment, you will review loan-level data, resolve moderately complex customer and operational issues, and support a consistent, compliant servicing experience. This role is a strong fit for a detail-oriented professional who enjoys analytical work, making informed decisions, and contributing to a highly regulated, customer-focused operation.

Requirements

• High School Diploma or equivalent required
• 2+ years of mortgage servicing experience required
• Strong analytical skills with attention to detail and accuracy
• Ability to manage high-volume work and make timely, sound decisions
• Excellent organizational, multitasking, and time management skills
• Strong written and verbal communication skills
• Proficiency with MS Office, especially Excel
• Ability to work independently while collaborating effectively with team members

Nice To Haves

• Associate’s degree preferred
• escrow analysis experience preferred

Responsibilities

• Perform annual and ad hoc escrow analyses to ensure sufficient funds for escrowed items
• Complete escrow projections, payment adjustments, short-year statements, and escrow waivers
• Review large volumes of loan data and exceptions, making accurate and timely decisions
• Identify and resolve discrepancies that could impact customer payment amounts
• Research and resolve moderately complex customer inquiries and operational issues
• Respond to internal and external inquiries in a timely, professional manner
• Document actions and decisions clearly at the loan level
• Support resolution of escalations and ensure outcomes are accurate and well-supported
• Process borrower-paid and lender-paid mortgage insurance (PMI/MIP)
• Review and execute mortgage insurance cancellations in accordance with regulatory requirements
• Reconcile monthly mortgage insurance premiums and resolve discrepancies
• Respond to borrower inquiries related to mortgage insurance
• Follow established procedures to ensure compliance with regulatory and internal requirements
• Maintain accurate documentation to support audits and quality reviews
• Participate in process improvements and support operational efficiency efforts
• Collaborate with internal teams, vendors, and stakeholders as needed
• Track and report productivity, quality, and other operational metrics
• Assist in training and supporting junior team members
• Contribute to departmental goals and ongoing improvement initiatives
• Manage multiple priorities and deadlines in a structured, high-volume environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED