Servicing Support Specialist

Ternus Lending, LLC•Charlotte, NC

About The Position

The Servicing Support role at Ternus is responsible for providing operational and administrative support across the loan servicing lifecycle. This position plays a critical role in ensuring accurate loan maintenance, timely borrower communication, and adherence to regulatory and investor guidelines. The ideal candidate is detail-oriented, responsive, and committed to delivering exceptional service while maintaining strong compliance standards.

Requirements

2+ years of experience in loan servicing, mortgage operations, or financial services
Strong attention to detail and organizational skills
Excellent written and verbal communication abilities
Ability to manage multiple priorities in a fast-paced environment
Proficiency with servicing systems and Microsoft Office (Excel, Word, Outlook)
Knowledge of servicing regulations and compliance standards preferred
Customer-focused mindset with a commitment to service excellence
Problem-solving and critical thinking skills
Strong work ethic and accountability
Ability to work independently and as part of a team
High level of integrity and professionalism

Responsibilities

Support daily loan servicing operations, including loan boarding, payment processing, and account maintenance
Assist with borrower inquiries via phone, email, and internal systems in a professional and timely manner
Ensure accurate recordkeeping and documentation within servicing platforms
Monitor and resolve servicing exceptions, discrepancies, and escalations
Collaborate with internal teams (credit, operations, compliance) to resolve issues and improve processes
Support escrow administration, including analysis and disbursements where applicable
Assist with delinquency tracking and borrower outreach efforts
Ensure compliance with all regulatory requirements, investor guidelines, and company policies
Prepare reports and provide data support for servicing performance and audits
Participate in process improvement initiatives to enhance efficiency and customer experience
Help borrowers with extension or modification requests by gathering documents and coordinating requests
Assist with loan payment questions by working with servicers and following up with borrowers on past due payments
Request, review, and send payoff statements to borrowers or third parties; update internal systems and reports
Track paid-off loans, complete payoff certifications, and coordinate release of liens with title companies or electronic recording
Monitor insurance policies and property taxes; notify borrowers of expirations and help place insurance if needed
Support draw requests by communicating with borrowers and collecting any missing information and documentation