ORS Partners

Mortgage Servicing Specialist

Job Locations US-PA-Phoenixville
Posted Date 3 days ago(3/14/2018 4:40 PM)
Job ID
# of Openings


At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences, and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Customers Bank, recently named by Forbes magazine as the 35th Best Bank in America (there are over 5,700 banks in the United States!), has an immediate opening for a Mortgage Servicing Specialist within our Support Services team. As a Mortgage Servicing Specialist, you will be responsible for handling verbal and written inquiries, route specific inquiries to the appropriate area of expertise, and ensure timely services to our members as related to the servicing of mortgage loans. You will also be expected to process monthly escrow disbursements including all Mortgage Insurance premiums.

We are looking for a highly motivated individual, with excellent interpersonal skills, who thrives in a fast-paced environment.


  • Monitor mortgage insurance files to ensure timely release of insurance fees.
  • Review escrow and delinquent tax reports for accuracy.  
  • Receive and process telephone calls and service requests from customers regarding mortgage/escrow accounts.
  • Complete customer mortgage loan servicing.
  • Navigate through various sources to provide basic information and respond to customer questions in a timely manner in accordance with bank customer service standards.
  • Promote understanding of the mortgage process and account information.
  • Work within established procedures to identify and solve straightforward problems and make sound decisions.
  • Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met.
  • Escalate more complex problems to management for review and resolution.
  • Complete all management approved extensions and modifications following all regulatory guidelines to mortgage loans and adjust loans on the core system to reflect changes.
  • Process mortgage releases for paid off mortgage notes.
  • Conduct a second review of loans that are booked to core system to ensure input accuracy.
  • Assist in the creation of workflow processes and procedures.
  • Understand loan transaction history inquiry, including payment activity, escrow disbursements, rate and P&I changes, fee assessments, and payment reversals.
  • Process requests from customers, third parties, and internal staff for payment histories, amortization schedules, payoffs, verification of mortgage, and documentation requests.
  • Responsible for the Setup, Change, or Cancellation of ACH requests from customers.
  • Ability to work in multiple systems to obtain loan information and complete research for members in a timely manner.
  • Professionally answer customers’ questions and concerns regarding the servicing of their mortgage loans to include billing statements, escrow questions (tax, insurance, escrow analysis), misapplied payments, and other servicing functions while maintaining confidentially of customer information.
  • Maintain 95% availability to answer inbound calls from customers regarding mortgage servicing issues.


  • Minimum of 3 years of loan servicing experience at a bank or financial institution required.
  • Mortgage and Escrow servicing experience required.
  • Knowledge of mortgage loan products and services preferred.
  • Ability to read and comprehend various mortgage and escrow servicing tools (manuals, work models, etc.)
  • Knowledge of mortgage and escrow servicing procedures.
  • Sharp mathematical ability as it relates to calculations.
  • Spanish speaking highly desired.
  • Experience using various software systems preferred; which include: FIS IBS and related programs & MERS system knowledge
  • Proficient in MS Office Suite required.
  • Fierce attention to detail.
  • Strong customer service and business acumen.
  • Possess enthusiasm, drive, and a competitive spirit with a genuine desire to help others.
  • Bachelor’s degree preferred

Customers Bank will provide consideration for employment to qualified applicants without regard to their race, color, religion, national origin, sex/ gender, sexual orientation, gender identity, protected veteran status or disability.


VEVRAA Federal Contractor, seeking priority referral of qualified protected veterans.


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