Join a team where your expertise makes an immediate impact and your ideas drive better client outcomes. You’ll grow your career by leading complex escrow work, mentoring others, and shaping smarter processes across our business. Build in-demand skills in loan operations, analysis, and stakeholder engagement while supporting a culture of continuous improvement. Collaborate with teammates and partners at all levels to enhance accuracy, speed, and client satisfaction.

Job Summary:

As a Loan Servicing Associate within our escrow servicing team, you act as a subject matter expert who ensures timely, accurate execution and outstanding client service across complex escrow activities. You serve as a point of contact for sophisticated client and stakeholder requests, resolve issues end-to-end, and guide others on policy and control interpretation. You apply critical thinking and strong analytical skills to research exceptions, address accounting and process breaks, and improve the client experience. You partner across teams to drive process improvements and maintain current procedures and systems as policies and regulations evolve.

In this role, you manage competing priorities independently, lead user testing for system enhancements, and ensure escrow tax and insurance activities are executed correctly and on time. You will mentor teammates, act as an escalation point for complex issues, and collaborate with upstream and downstream partners to deliver durable solutions. Your attention to detail and communication skills will help maintain high standards in reporting and documentation while strengthening client relationship

Job responsibilities:

• Act as the point of contact for complex client, stakeholder, and audit requests on escrow accounts, providing technical guidance and timely solutions.
• Serve as an escalation resource for junior associates; advise cross-functional teams on policy interpretation and elevate unprecedented issues with recommended solutions.
• Execute and oversee tax and insurance escrow servicing activities, including disbursals, escrow analyses, overage refunds, shortage collections, and impound setups.
• Monitor and coordinate resolution of non-escrowed tax delinquencies, including tax advancements and payment plan setup and maintenance.
• Perform in-depth research on accounting and process issues, identify root causes, and drive end-to-end remediation with upstream and downstream teams.
• Propose and implement process improvements that enhance accuracy, speed, controls, and client satisfaction across escrow servicing workflows.
• Serve as a subject matter expert for new system enhancements and conduct user testing to validate functionality and procedures.
• Review and update procedures and job aids to reflect policy, system, or regulatory changes in a timely manner.
• Plan and prioritize work effectively, managing competing deadlines independently while maintaining high quality standards.
• Mentor teammates to build subject matter expertise and foster a collaborative, client-focused culture.

Required qualifications, capabilities, and skills:

• Bachelor’s degree in Business Management, Accounting, Finance, or a related field, or equivalent experience.
• Five years of experience in banking, mortgage, financial services, accounting, or loan operations.
• Experience in commercial loan servicing and escrow analysis.
• Demonstrated critical thinking and analytical skills with sound decision-making in complex scenarios.
• Proven adaptability to evolving priorities, systems, and policies, with strong attention to detail and accuracy.
• Excellent verbal and written communication skills with a strong client focus and interpersonal effectiveness.
• Ability to work independently and collaboratively, interacting comfortably with stakeholders at all levels.
• Proficiency with Microsoft Excel (formulas, pivot tables, lookups) and MS Office applications.

Preferred qualifications, capabilities, and skills:

• Experience in a lead, senior, or mentorship capacity supporting loan servicing teams.
• Familiarity with commercial banking operations and sub-lines of business.
• Track record of identifying, proposing, and implementing process improvements that enhance risk controls and client outcomes.

Required or additional information:

• Visa sponsorship is not available for this position.
• Work schedules will be full-time in office, on a 40-hour per week schedule.