Mortgage Servicing Administrator

CAPITAL CENTER LLC•Glen Allen, VA

About The Position

CapCenter exists to help clients achieve all their homeownership goals. By bringing mortgage, realty, and insurance services together in one place, we deliver first-in-class service and one-of-a-kind financial benefits—most notably our Zero Closing Cost mortgage. Founded in Richmond, Virginia in 1997, our mission is to protect clients through life’s most important financial decisions and make the homeownership experience simpler, faster, and more affordable by eliminating unnecessary fees, reducing friction, and aligning every service around the client’s best outcomes. Our growth has been fueled by thousands of satisfied, repeat clients and a strong reputation built on trust, transparency, and word-of-mouth referrals. The Opportunity: The Mortgage Servicing Administrator performs day-to-day loan servicing functions for CapCenter’s mortgage servicing portfolio, with a primary focus on escrow administration, payment processing, and custodial account management. This role is critical to ensuring compliance with GSE servicing requirements (Fannie Mae and Freddie Mac) and maintaining accurate borrower account records within CapCenter’s servicing platform. The ideal candidate brings hands-on experience in mortgage loan servicing operations, a strong understanding of escrow management workflows, and the ability to execute detailed procedures in a regulated environment. Essential duties and responsibilities include but are not limited to the following.

Requirements

Minimum 2–4 years of experience in mortgage loan servicing operations.
Demonstrated experience in escrow administration, including annual escrow analysis, tax and insurance disbursements, and escrow shortage/surplus processing.
Working knowledge of RESPA, TILA, Regulation E, and GSE servicing requirements (Fannie Mae and/or Freddie Mac).
Experience with mortgage servicing platforms (FICS Mortgage Servicer experience strongly preferred).
Proficiency in Microsoft Office Suite, particularly Excel for reconciliation and data validation tasks.
Strong attention to detail and ability to work accurately in a deadline-driven, compliance-focused environment.
Bachelor’s degree in business, finance, or related field preferred.

Nice To Haves

Experience working within a Fannie Mae or Freddie Mac approved servicer environment.
Familiarity with custodial accounting practices and investor reporting.
Experience with loan boarding, payoff processing, and suspense account management.
Knowledge of collections and early-stage loss mitigation procedures.
Prior experience in a start-up or build-out servicing operation.

Responsibilities

Perform annual escrow analyses, including surplus disbursements, shortage collection, and deficiency resolution in accordance with RESPA requirements.
Process escrow disbursements for property taxes, homeowner’s insurance, mortgage insurance, and flood insurance, ensuring timely payments to taxing authorities and insurance carriers.
Monitor escrow accounts for accuracy, reconcile discrepancies, and resolve borrower inquiries related to escrow balances and adjustments.
Manage escrow cushion calculations and ensure compliance with aggregate accounting requirements.
Process insurance loss draft claims and track disbursement of funds for property repairs.
Process and apply borrower payments including regular monthly payments, principal curtailments, and payoff proceeds.
Monitor and manage suspense accounts, ensuring unapplied funds are properly resolved within required timeframes.
Process ACH/recurring payment enrollments and manage payment reversals, NSF transactions, and payment corrections.
Assist with loan boarding activities for newly originated or acquired loans, verifying data integrity across servicing system fields.
Generate and distribute periodic borrower statements, payment histories, and year-end tax documents (1098s).
Support custodial account reconciliation processes, ensuring proper separation between investor funds (P&I and T&I custodial accounts) and corporate operating accounts.
Assist with preparation of investor remittance files and reporting to Fannie Mae and Freddie Mac as required.
Maintain accurate records supporting net servicing fee calculations and servicer revenue recognition.
Execute servicing functions in compliance with Fannie Mae Servicing Guide, Freddie Mac Servicing Guide, RESPA, TILA, Regulation E, and other applicable federal and state regulations.
Participate in quality control reviews and internal audits, assisting with remediation of identified deficiencies.
Maintain organized documentation and audit trails for all servicing transactions.
Assist with regulatory exam preparation and respond to examiner information requests as directed.
Serve as a point of contact for borrower inquiries related to escrow, payment application, and general servicing questions.
Draft and process borrower correspondence including escrow analysis statements, payment change notices, and regulatory disclosures.
Support early-stage delinquency outreach and loss mitigation intake activities as needed.