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Mortgage Servicing Specialist

2 months ago

Malvern, United States Customers Bank Full time

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.

Work Location: Hybrid in the Malvern, PA location coming into the office at least 3-days per week with Monday, Tuesday, and Thursday being the set office days. If within a 50-mile radius, the expectation is to be hybrid.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster.

Focused on you: We provide every customer with a single point of contact. A dedicated team member who's committed to meeting your needs today and tomorrow.

On the leading edge: We're innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we're a partner you can trust.

What you'll do:

  • Receive and process telephone calls and service requests from customers regarding mortgage/escrow accounts.
  • Responsible for customer mortgage loan servicing.
  • Navigate through sources of information 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.
  • Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met.
  • Work within established procedures to identify and solve straightforward problems and make sound decisions.
  • Escalate more complex problems to management for review and resolution.
  • Process monthly escrow disbursements including all Mortgage Insurance premiums.
  • Monitor mortgage insurance files to ensure timely release of insurance fees.
  • Review escrow and delinquent tax reports for accuracy.
  • 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.
What do you need?
  • 1-3 of banking experience
  • Strong customer service skills
  • Bilingual, fluent in Spanish is a must
  • Basic knowledge of mortgage loan products and services
  • Basic knowledge of mortgage and escrow servicing procedures, is a plus
  • Ability to communicate effectively, written and verbal
  • Fierce attention to detail
  • Sharp mathematical ability as it relates to basic accounting
Technology Skills:
  • Knowledge of Microsoft Office Suite - Outlook, Excel, and Word


Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide "reasonable accommodations", upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws.

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us Let's take on tomorrow.