Implementation Specialist, Loan Servicing

The Mortgage Office•Huntington Beach, CA

5d•$85,000 - $95,000•Onsite

About The Position

We are seeking an Implementation Specialist, Loan Servicing to lead onboarding and configuration for clients deploying TMO's core loan servicing platform. This role is well-suited for professionals with hands-on servicing experience who thrive at the intersection of lending operations and software, translating how a lender manages their portfolio into a tailored, fully functional TMO environment. You will work closely with servicing managers, portfolio administrators, and accounting teams to understand each client's servicing workflow, configure the platform to match their operational model, and guide staff through training and adoption. Success in this role requires equal parts servicing process knowledge, client communication, and technical comfort - with a consultative approach that prioritizes long-term client outcomes over quick go-lives.

Requirements

Previous experience in mortgage loan servicing, including a working knowledge of the residential or commercial loan servicing lifecycle - payment processing, escrow administration, investor accounting, payoff and default management, and year-end reporting.
Familiarity with servicing documents and borrower communications, including payment histories, payoff statements, escrow analysis, demand letters, and annual interest statements, along with an understanding of the underlying data fields.
Comfort assisting the data team with system configuration and loan data imports; ability to perform basic troubleshooting and learn and explain software functionality at a technical level.
Strong project coordination skills with the ability to manage multiple concurrent onboarding across internal teams and client stakeholders.
Superior communication abilities with a proven track record of explaining technical concepts clearly to non-technical audiences.
Experience with CRM systems (HubSpot preferred) and project management platforms.

Nice To Haves

Direct experience with a Loan Servicing System (LSS) or loan management platform - TMO experience a strong plus.
Exposure to private lending, hard money, construction lending, or non-QM loan servicing.
2–4 years of experience preferred in software implementation, technical onboarding, customer success, or a related client-facing role - preferably in mortgage, fintech, or B2B SaaS.
Working knowledge of Microsoft SQL for reporting and data analysis.
Proficiency in Microsoft Excel (functions, macros, data analysis).

Responsibilities

Loan Servicing Implementation: Own the end-to-end onboarding process for loan servicing clients, including system configuration, payment processing setup, escrow and reserve account structure, interest calculation methods, and role-based training tailored to each client's servicing team.
Workflow Discovery & Configuration: Conduct discovery sessions to map each client's servicing operations - including payment application rules, late fee logic, investor reporting, and borrower communication workflows - and translate those requirements into a precise TMO system configuration.
Project Coordination: Serve as the day-to-day point of contact for your client implementations, coordinating timelines and deliverables with TMO's professional services and data teams to keep onboardings on track and all stakeholders informed.
Data Migration & Loan Boarding: Collaborate with the data team to manage the import and validation of existing loan portfolios, ensuring accurate boarding of loan terms, balances, payment histories, and escrow data from legacy systems or spreadsheets.
Servicing Document & Reporting Workflows: Guide clients through TMO's document and statement configuration, including borrower payment notices, payoff quotes, year-end interest statements (1098s), and investor distribution reports - advising on best practices and compliance considerations throughout.
Client Adoption & Success: Support clients through go-live and the early months of platform use, proactively identifying adoption gaps and ensuring servicing staff - portfolio managers, payment processors, and accounting personnel - are confident and productive on the platform.
Integration & Third-Party Coordination: Work with clients to connect external services including ACH payment processors, escrow and insurance tracking providers, credit reporting agencies, and investor portals, coordinating with the data and integrations teams as needed.
Cross-Functional Collaboration: Partner with Sales, Product, and Support to deliver a seamless client experience, relay servicing-specific product feedback, and escalate configuration edge cases that require engineering or product involvement.