Senior Loan Servicing Specialist

Position Overview As a Senior Loan Servicing Specialist, you will be the primary post-funding point of contact for our borrowers—delivering top-tier customer service, accurately collecting and applying payments, creating payoff statements, coordinating maturity and extension workflows, and partnering with borrowers to help keep their projects on track. You’ll balance empathy with precision, ensuring a smooth experience while protecting portfolio performance and compliance. Key Responsibilities Customer Support & Relationship Management Serve as the main point of contact for servicing-related inquiries; provide clear, timely, and professional updates. Partner with borrowers to monitor project progress (milestones, budgets, draw cadence) and remove roadblocks by coordinating with Draws/Processing/Underwriting. Payment Collection & Posting Set up and manage ACH/auto-pay; collect payments via approved channels. Accurately apply payments, late fees, and adjustments; reconcile suspense/exception items and resolve NSFs/chargebacks. Maintain clean, audit-ready loan histories and statements in the servicing system. Payoffs & Lien Release Prepare accurate payoff statements (including per diem interest, fees, and any prepayment/extension provisions per the loan documents). Coordinate with title/escrow on payoff remittance, reconcile final funds, and trigger lien release/deed of reconveyance and collateral file updates. Maturity Management & Proactive Outreach Run pre-maturity outreach campaigns (e.g., 60/30/15-day check-ins) to align on exit strategy: refinance, sale, extension, or payoff. Track and communicate key dates; elevate risk of maturity defaults early to prevent last-minute issues. Extensions & Modifications Intake and process extension requests : gather updated docs, route for credit/risk review, calculate fees, and prepare execution packages. Ensure servicing system is updated for new terms and payment schedules; communicate clearly with borrowers on next steps. Delinquency & Early-Stage Collections Conduct respectful, solution-oriented outreach for past-due accounts; arrange payment plans per policy. Generate and send notices per company guidelines; document all communications thoroughly. Partner with risk/legal on escalations while maintaining a borrower-first approach. Taxes, Insurance & Escrows (as applicable) Track insurance renewals and proof of coverage; coordinate force-placement per policy when required. Monitor property taxes/escrows and address delinquencies or shortages proactively. Data Integrity, Reporting & Process Improvement Keep records accurate and updated across systems; produce portfolio and pipeline servicing reports. Identify bottlenecks and recommend process improvements to enhance speed, accuracy, and borrower experience. What We’re Looking For Customer Service Excellence: Empathetic, responsive communicator who builds trust and sets clear expectations. Detail Orientation: Precise with numbers, dates, fees, and documentation; strong follow-through. Problem-Solving & Critical Thinking: Proactive in resolving issues and preventing avoidable delays or defaults. Adaptability: Thrives amid rapid change, shifting priorities, and tight timelines in a startup environment. Team Collaboration: Partners seamlessly with Sales, Processing, Underwriting, Draws, and Closing. Preferred Experience Experience in loan servicing, private/hard money lending, mortgage servicing, or related financial services . Familiarity with short-term bridge/RTL and DSCR rental products, payoff calculations, extensions, and early-stage collections. Tools & Technology Loan servicing systems (e.g., LoanPro, Nortridge, The Mortgage Office, or similar). Payment processing tools (ACH gateways, lockbox/merchant processing) and bank portals for reconciliation. Microsoft Office Suite (Excel, Word, Outlook) and CRM for borrower communications. Digital document management (e.g., DocuSign, SharePoint) and ticketing/case management for service requests. Why Join Us? Be part of a rapidly growing startup where your contributions matter. Work in a collaborative, innovative, and agile environment. Opportunities for career growth and professional development. #J-18808-Ljbffr