Financial Operations Servicing Intern

Financial Operations Servicing Intern

Union Home Mortgage's L.E.A.D Internship Program's goal is to provide a fun, interesting, and real-world environment for our interns to Learn about the industry, be Educated by Sr. Leadership and their peers, Achieve their personal goals and Develop their skills and knowledge base. We pride ourselves in providing innovative programs for our interns in order for them to learn and grow they progress through their careers. Some of the programs we offer include: shadowing, mentoring, professional development, group projects and we even take our interns on corporate outings! Our internship program gives students a chance to meet new people, gain more experience, and learn from the best in the business! Our interns are treated like full-time Partners who work 40 hours a week during the 3-month summer program, are compensated, and based out of headquarters in Strongsville, Ohio.

The Servicing intern assists the Servicing Oversight team with loan production and to make sure data is accurate and received in a timely manner. The Servicing department is broken out into six individual teams to create the department. Customer Service, Escrow Support, Servicing Transfers, Loan Boarding, Special Loans, and Late Stage Defaults. Please see the description for each team below.

Customer Service Intern

The Servicing Intern will gain valuable, hands-on experience within the Customer Service Department by supporting a variety of mortgage loan servicing operations. This role provides exposure to key servicing functions, including customer support, payment processing, document management, data validation, and mail administration. The intern will collaborate with internal teams and external stakeholders while developing an understanding of industry regulations, servicing practices, and portfolio management. Opportunities may also include assisting with specialized servicing areas such as escrow administration, property taxes, homeowners' insurance, loss mitigation, reporting and analytics, and the servicing of specialized loan products.

DUTIES & RESPONSIBILITIES

• Maintain and update customer service letters, forms, and document libraries.
• Assist with quality control reviews and departmental audits.
• Support updates to policies, procedures, and training materials.
• Identify opportunities to improve service processes and the customer experience.
• Assist with customer outreach and call initiatives as assigned.
• Manage document printing, scanning, filing, and distribution activities.
• Support office operations through mail handling and correspondence processing.

Escrow Support

The Servicing Escrow Support Specialist supports the administration and maintenance of mortgage escrow accounts throughout the life of the loan. This position is responsible for servicing activities related to Real Estate Taxes, Homeowners and Flood Insurance, Private Mortgage Insurance (PMI/MIP), Escrow Analysis, and Insurance Loss Draft Administration to ensure compliance with investor, agency, regulatory, and company requirements.

DUTIES & RESPONSIBILITIES

• Process escrow-related transactions accurately and timely in accordance with established procedures and service level expectations.
• Maintain escrow account records and servicing system updates across assigned functions.
• Research and resolve routine servicing inquiries, discrepancies, and exceptions.
• Communicate effectively with borrowers, investors, vendors, insurance carriers, tax authorities, and internal business partners.
• Ensure compliance with investor, agency, regulatory, and company servicing requirements.
• Assist with quality control reviews, audits, reporting activities, and operational initiatives.
• Identify opportunities for process improvement and escalate concerns when appropriate.
• Maintain productivity, quality, and customer service standards.

New Loan Boarding

Responsible for review and accuracy of data in boarding of new loans to our servicing platform, communicating both internally and externally with customers and associated requests received by telephone, email or helpdesk tickets.

DUTIES & RESPONSIBILITIES

• Review each loan for accuracy of data and completeness of investor requirements and activate them in the system
• Handles multiple aspects of mortgage servicing to facilitate activities related to boarding, customer service, collection and sale/transfer of loans
• Update internal system regarding status of loans
• Answer general servicing questions via phone, email, and helpdesk ticket
• Ensures that services are delivered professionally and efficiently with prompt problem resolution
• Maintains current knowledge of all policies, procedures and other documentation for servicing, program and/or products

Servicing Transfers

Responsible for review and accuracy of data in the boarding of service transferred/service released loans to our servicing platform, facilitating the smooth transfer of loans between entities, ensuring compliance with all regulatory requirements and company policies, and facilitating other servicing activities as needed.

DUTIES & RESPONSIBILITIES

• Activate inbound and release outbound service-transferred loans in the servicing system.
• Update the internal system regarding the status of loans.
• Review each service transferred loans for data accuracy and completeness of investor requirements.
• Conduct thorough reviews of loan files to identify discrepancies and resolve issues related to data integrity, reconciliation or documentation.
• Communicate effectively with internal departments, external vendors, and customer care throughout the transfer process, providing timely updates and addressing any inquiries or concerns via telephone, email and/or helpdesk ticket.
• Provide support to team members on servicing transfer processes and procedures.

Special Loans

The Special Loans Intern will work with our special loans team assisting with daily tasks such as reviewing credit bureau reporting (CBR) disputes, assisting customers, writing recast agreements, reviewing ad hoc and regular reports, handling exceptions, setting up loans in MSP with SCRA protections, and assisting with our construction portfolio to improve the customer experience.

DUTIES & RESPONSIBILITIES

• Work closely with the Special Loans team to complete daily tasks
• Conduct reviews of CBR disputes
• Review loans and write recast agreements for borrowers
• Coordinate with borrowers on the signing of their recast agreements
• Review signed recast agreements for completeness and accuracy
• Review information within our servicing platform for accuracy and completeness
• Complete a project surrounding the construction loan portfolio with a focus on improving the customer experience

Qualifications

SKILLS REQUIRED

• Strong verbal and written communication skills with the ability to interact professionally with customers, vendors, business partners, and all levels of management.
• Excellent analytical, problem-solving, and critical thinking abilities with a focus on researching, validating, and resolving account or loan-related discrepancies.
• Strong attention to detail and organizational skills with the ability to maintain accurate records, review documentation, and ensure data integrity.
• Ability to effectively manage multiple priorities and work efficiently in a fast-paced, deadline-driven environment.
• Proficiency in Microsoft Office applications, particularly Excel, with the ability to analyze data, generate reports, and support operational processes.
• Demonstrated ability to work both independently and collaboratively while adapting to changing business needs and contributing to continuous process improvement.

EDUCATION & EXPERIENCE

• Pursuing a Bachelor's degree within Business, Finance or another related field.
• Passion for or interest in the Mortgage Banking field.
• Sophomore, Junior or Senior Standing.
• Experience working with Microsoft systems