Mortgage Servicing Specialist (Hybrid, Reston, VA)

Mortgage Servicing Specialist (Hybrid, Reston, VA)

Guidance Residential, LLC is a strong, growing company that specializes in residential mortgage lending. Our team members are a vital strength in our ability to grow and continue to serve our customers.

We are seeking a full-time Servicing Oversight Specialist. The Servicing Oversight Specialist is responsible for actively monitoring, auditing, and managing the performance of our external sub-servicer. This role acts as a bridge between our organization and the sub-servicer to ensure strict adherence to investor guidelines, state and federal regulations, and internal service level agreements (SLAs). The ideal candidate will be highly analytical, proficient in synthesizing massive data sets via Microsoft Excel, capable of navigating multiple native servicing systems simultaneously, and comfortable handling escalated borrower inquiries directly.

Essential Duties and Responsibilities

• Build Advanced Excel Reports: Utilize complex formulas (e.g., XLOOKUP, INDEX/MATCH, nested IF statements) and array formulas to aggregate daily and monthly loan-level extracts delivered by the sub-servicer.
• Take Live Escalated Calls: Serve as the final point of escalation for highly complex customer scenarios to facilitate the resolution of customer issues related to loan servicing such as payments, tax and insurance issues including financial hardship, escrow, and payoffs.
• Perform Operational Surveillance: Continuously review the sub-servicer's execution against guidelines, regulations and laws.
• Enforce Service Level Agreements (SLAs): Track sub-servicer performance against established KPIs, operational metrics, and contractual obligations.
• Provide support to the Servicing Oversight Manager as it relates to the servicing of loans by a Sub-servicer.

• Other duties as assigned.

Requirements:

• High school diploma or equivalent experience.
• 2-year college degree helpful.
• Minimum 2+ years’ experience servicing mortgage loan contracts, however, can be compensated through education or other related experience.
• Effective customer service skills including phone and written communication skills.
• Detail oriented.
• Good organizational and analytical skills.
• Ability to work collaboratively with peers, managers, and customers in a team environment to attain common goals.
• Ability to multitask on various items while meeting strict timelines and deadlines.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Proficient in Microsoft Word, Excel, Outlook, and basic email functions.

Job Benefits

• Work for an experienced and proven leader in digital mortgage solutions
• 14 Paid Holidays per year
• Medical/Dental/Health Benefits and Student Loan Paydown
• Paid Vacations and Sick Leave

Our offices are conveniently located in Reston, VA and easily accessible from the Virginia, Maryland, D.C. area. We are located within walking distance to the Washington D.C. Metro's Silver Line Wiehle-Reston Station, and we are also only a few miles from the Dulles International Airport.

Guidance Residential is an Equal Opportunity Employer.