Mortgage Loan Servicing Specialist

SmartBank•Knoxville, TN

2d•Onsite

About The Position

Looking to join a Great Place to Work Employer and become a valued member of our growing team? At SmartBank, we're not just offering a job; we're inviting you to be a part of a culture built on excellence. SmartBank delivers high‑touch banking solutions to commercial businesses and consumers across the Southeast. Headquartered in Knoxville, Tennessee, SmartBank operates as a subsidiary of SmartFinancial, Inc. (NYSE: SMBK), a financial holding company with assets exceeding $5 billion. At the heart of SmartBank’s success is a commitment to creating ‘WOW’ experiences—for both clients and team members. This people‑first culture has earned national recognition, including placement on FORTUNE’s 2025 Top 100 Best Workplaces list and Great Place To Work® certification, reinforcing SmartBank as an employer of choice in the markets we serve. Drawing on decades of collective banking experience, SmartBank’s leadership has embedded “Smart” business practices throughout the organization, including rigorous credit underwriting, holistic relationship management, and a focus on attracting and retaining top-tier talent. Guided by these principles, SmartBank has grown into a respected, high‑performing financial institution trusted by the communities it serves.

Requirements

High school diploma or equivalent required.
Three or more years of mortgage servicing, mortgage operations, loan administration, post-closing, or related banking experience preferred.
Mortgage servicing or post-closing experience preferred.
Working knowledge of mortgage servicing regulations and practices, including portfolio and secondary market loans, escrow administration, PMI, force-placed insurance, and investor reporting.
Strong attention to detail with excellent organizational and documentation skills.
Ability to prioritize multiple responsibilities and meet deadlines in a fast-paced environment.
Strong analytical, problem-solving, and decision-making abilities.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office applications, mortgage origination systems, servicing platforms, and related technology.
Ability to handle confidential information appropriately.
Demonstrated commitment to customer service and teamwork.
Self-motivated with the ability to work independently while supporting team objectives.
Ongoing regulatory, compliance, investor, and mortgage servicing training as required. (WorkDay and KnowB4)

Nice To Haves

Three or more years of mortgage servicing, mortgage operations, loan administration, post-closing, or related banking experience preferred.
Mortgage servicing or post-closing experience preferred.

Responsibilities

Uphold SmartBank Core Values and Core Purpose. Adhere to and embrace the SmartBank Way by Acting Smart, Looking Smart and Being Smart.
Board new mortgage loans, modifications, and maintenance transactions into the bank's core servicing system.
Post client payments, payoffs and online transactions (OTE) daily.
Review posted transactions and daily loan activity to ensure accuracy.
Reconcile and balance servicing-related general ledger accounts.
Maintain daily servicing records and monitor loan maintenance activities.
Prepare payoff quotes and process paid-in-full loan transactions.
Prepare loan files for imaging and maintain electronic and physical loan records.
Maintain collateral files and track outstanding documentation.
Coordinate loan document retention, archiving, and file security procedures.
Serve as a primary support resource for loans sold into the secondary market.
Record sold loan transactions in applicable systems.
Register secondary market loans with MERS.
Issue client servicing transfer notifications.
Coordinate with Mortgage Loan Post-Closing staff to facilitate timely investor delivery of loan documents.
Research and resolve customer inquiries related to mortgage servicing activities.
Handle credit bureau dispute investigations and corrections.
Prepare and distribute borrower notices, including billing, maturity, rate change, delinquency, and other required communications.
Provide support for department projects and special assignments.
Maintain confidentiality of customer and company information.
Adhere to all SmartBank policies, procedures, and core values.
Comply with all federal, state, local, investor, and agency regulations, including Bank Secrecy Act requirements.
Participate in ongoing regulatory, servicing, and compliance training.
Maintain a high level of quality, accuracy, and operational integrity.