Residential Loan Servicing & Collection Specialist I

Saco & Biddeford Savings Institution•Saco, ME

5d•Onsite

About The Position

The Residential Loan Servicing & Collection Specialist I is responsible for providing administrative and customer service support for residential mortgage and consumer loans throughout the life of the loan. This position assists borrowers with account inquiries, payment processing, escrow questions, and loan maintenance while ensuring compliance with company policies and federal regulations.

Requirements

High school diploma or equivalent required
0–2 years of customer service, banking, mortgage, or financial services experience
Strong communication and problem-solving skills
Proficiency with Microsoft Office and data entry systems
Ability to manage multiple tasks in a fast-paced environment
Strong attention to detail and organizational skills
Is dependable and conforms to punctuality and attendance standards

Nice To Haves

Associate degree in business, finance, or related field preferred
Basic understanding of mortgage terminology preferred

Responsibilities

Provides professional, courteous and efficient service to all internal & external customers
Respond to borrower inquiries via phone, email, or mail regarding mortgage & consumer accounts
Process loan payments and update account information accurately
Assist customers with escrow, taxes, insurance, PMI and payment questions
Review and maintain loan servicing records and documentation
Review loan files for completeness, accuracy and proper lien perfection
Handle address changes, payoff requests, process paid-off loans, lien release process and account updates
Support delinquency monitoring and basic collections communication
Process construction loan disbursements
Research and resolve routine servicing issues or discrepancies
Ensure compliance with federal and state mortgage servicing regulations
Maintain confidentiality of customer financial information
Escalate complex issues to senior servicing specialists or management