Special Loans Analyst (Remote)

First American•Usa, SC

4d•Remote

About The Position

ServiceMac is a mortgage sub-servicing company focused on technology, products, and services for the mortgage and real estate industries. The Special Loans Analyst supports Special Products operations, with a focus on Adjustable Rate Mortgage (ARM) servicing and Servicemembers Civil Relief Act (SCRA) processing. The role helps ensure that servicing is accurate and timely and complies with applicable regulatory, investor, client, and internal requirements. The analyst performs ARM setup and maintenance, draw and billing reviews, interest calculation validation, and related monitoring and reporting. The role also processes SCRA requests, determines eligibility and coverage dates, and communicates with customers as appropriate. The analyst maintains department documentation, follows established procedures, troubleshoots issues, and recommends improvements. Work is routine and performed under supervision using established techniques, procedures, or standards; assignments may include detailed instructions, and work may be reviewed for judgment and accuracy. The role has no supervisory responsibility. The position is remote. The listed hourly pay range is $20.72–$27.62. Eligible employees may receive a comprehensive benefits package.

Requirements

High school diploma or equivalent.
1–3 years of experience.
At least 2 years of Special Loans experience in a mortgage loan servicing environment.
Working knowledge of fundamental concepts, practices, and procedures in the department or field.
Attention to detail and ability to understand complex transactions.
Results-oriented, with a track record of delivering quantifiable results to the organization.
Understanding of Special Loans products and their servicing scrutiny by regulators, including compliance and risk implications.
Strong verbal and written communication skills.
Ability to establish effective working relationships at the work-group level.

Responsibilities

Set up and process activities related to Adjustable Rate Mortgages (ARMs), including draw reviews, draw segment setup and maintenance, billing reviews, and interest calculation validation.
Provide operational support for ARM servicing, customer and phone escalations, and ongoing monitoring of accurate and timely service delivery.
Perform ARM plan setup and daily or weekly index updates, ARM loan maintenance, work exception reports, ARM audits, and other ARM duties as needed.
Monitor service delivery, productivity, quality standards, and compliance with applicable regulations and investor guidelines.
Process Servicemembers Civil Relief Act (SCRA) requests or tasks promptly; determine eligibility and benefit coverage dates; and notify customers accordingly.
Work reports to support accurate and timely SCRA processing and perform other SCRA responsibilities as needed.
Create and maintain department documentation, including policies and procedures as directed.
Adhere to regulatory and legal requirements, including investor and state guidelines.
Process and monitor department report requirements and workflow to ensure accurate and timely completion.
Support additional servicing processes within Special Products operations.
Follow processes and procedures, troubleshoot as needed, and recommend improvements to overall operations.
Contribute to team results and work toward achieving goals and objectives.