Job Title
Subject Matter Expert (SME) – US Mortgage Loan Servicing, Loss Mitigation & Escrow
Job Summary
We are seeking an experienced Subject Matter Expert (SME) with deep knowledge of US Mortgage Loan Servicing, Loss Mitigation, and Escrow administration. The candidate will support operations, process improvement, compliance adherence, client interactions, and team mentoring across mortgage servicing functions. The SME will act as the functional expert for servicing workflows, investor guidelines, regulatory requirements, and operational excellence.
Key Responsibilities
Loan Servicing
- Serve as SME for end-to-end mortgage servicing lifecycle:
- Payment processing
- Customer account maintenance
- ARM adjustments
- Payoffs
- Transfers
- Bankruptcy and foreclosure support
- Interpret servicing guidelines from investors such as:
- Fannie Mae
- Freddie Mac
- FHA
- VA
- USDA
- Handle complex servicing exceptions and escalations.
- Support servicing system updates, UAT testing, and process transitions.
- Ensure SLA, KPI, quality, and compliance adherence.
Loss Mitigation
- Manage and support:
- Loan modifications
- Repayment plans
- Forbearance
- Short sales
- Deed-in-lieu
- Review borrower financial documents and eligibility assessments.
- Ensure compliance with:
- CFPB regulations
- RESPA
- FDCPA
- State servicing laws
- Coordinate with foreclosure, bankruptcy, underwriting, and legal teams.
- Support audit readiness and investor reporting.
Escrow Administration
- Handle escrow setup, maintenance, and analysis.
- Process:
- Tax payments
- Insurance disbursements
- Escrow shortages/surpluses
- Annual escrow analysis
- Resolve escrow-related borrower inquiries and discrepancies.
- Ensure compliance with escrow regulations and investor requirements.
SME / Leadership Responsibilities
- Provide floor support and guidance to operations teams.
- Conduct training sessions and knowledge transfers.
- Create SOPs, process documents, and job aids.
- Identify process improvement and automation opportunities.
- Participate in client calls and governance meetings.
- Support RCA preparation and issue resolution.
- Assist management in reporting and stakeholder communication.
Required Skills & Qualifications
- Strong knowledge of:
- US Mortgage Servicing
- Loss Mitigation
- Escrow processes
- Mortgage servicing regulations
- Familiarity with:
- MSP
- Black Knight
- LoanSphere
- Encompass
- Servicing platforms
- Understanding of:
- CFPB
- RESPA
- TILA
- FDCPA
- FCRA
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Experience in process transitions and client-facing environments preferred.
