SERVICING OVERSIGHT SPECIALIST

REVOLUTION MORTGAGE•Westerville, OH

4d•Remote

About The Position

The Servicing Oversight Specialist supports the Servicing Manager in the execution, monitoring, and quality control of mortgage loan servicing operations. This role focuses on Interim Servicing Functions, Subservicer oversight, regulatory and investor compliance support, operational reporting, and issue resolution across the servicing lifecycle. The Specialist acts as a key liaison between Customers, internal teams, subservicer, and third-party providers to ensure servicing activities are accurate, compliant, and aligned with company standards while delivering a high-quality borrower experience.

Requirements

Strong understanding of mortgage loan servicing processes, including borrower contact, escrow administration, default servicing.
Experience reviewing servicing data, reports, and workflows with a high attention to detail.
Working knowledge of federal and state mortgage regulations and investor guidelines.
Ability to analyze trends, identify risks, and communicate issues clearly to management.
Strong organizational, time management, and documentation skills.
Effective written and verbal communication skills; comfortable interacting with internal stakeholders and external service providers.
Proficiency with mortgage servicing systems and reporting tools; adaptable to new platforms and technologies.
Bachelor’s degree in Business, Finance, or a related field preferred; equivalent industry experience may be considered.
Minimum of 5-10 years of mortgage loan servicing experience required.

Nice To Haves

Experience working with subservicer, third-party vendors, or investor reporting preferred.
Experience supporting audits, examinations, or compliance reviews is a plus.

Responsibilities

Support the Servicing Manager in overseeing day-to-day loan servicing operations, including payment processing, escrow administration, customer inquiries, and account maintenance.
Assist borrowers with inquiries related to loan payments, payoff requests, escrow questions, and account status by providing accurate, timely, and compliant information.
Support borrowers through the payment process, including explaining payment options, applying payments correctly, resolving posting discrepancies, and coordinating with subservicer as needed.
Act as an escalation point for complex borrower servicing issues that require research, documentation review, or cross-functional coordination prior to management involvement.
Ensure borrower communications are handled in accordance with regulatory requirements, investor guidelines, and company customer service standards.
Conduct escrow reviews, analyses, and reconciliations to ensure accuracy of escrow calculations, adjustments, and disbursements.
Support default servicing oversight, including collection efforts, delinquency reporting, loss mitigation activities, loan modifications, foreclosure processes, and bankruptcy tracking.
Perform ongoing oversight and quality control of subservicer activities to ensure adherence to contractual, regulatory, and investor requirements.
Serve as a point of contact for subservicer and third-party vendors regarding operational questions, reporting, performance metrics, and issue remediation.
Review and analyze servicing reports, exception logs, KPIs, and performance metrics; escalate trends, risks, and findings to the Servicing Manager with recommendations.
Assist in the investigation and resolution of servicing exceptions, borrower complaints, investor inquiries, and internal audit findings.
Assist with preparation for audits, regulatory examinations, and investor reviews by gathering documentation, validating data, and tracking corrective actions.