Home Mortgage Escrow Senior Specialist

Home Mortgage Escrow Senior Specialist

The Home Mortgage Escrow Senior Specialist plays a key role in ensuring the accuracy and integrity of customer escrow accounts within Home Mortgage Servicing. This position is responsible for performing detailed escrow analyses to determine whether borrower payments will sufficiently cover upcoming obligations such as taxes, hazard insurance, and mortgage insurance.

In this fast-paced, high-volume environment, you will review loan-level data, resolve moderately complex customer and operational issues, and support a consistent, compliant servicing experience. This role is a strong fit for a detail-oriented professional who enjoys analytical work, making informed decisions, and contributing to a highly regulated, customer-focused operation.

Primary Responsibilities

Escrow Analysis & Loan Review

• Perform annual and ad hoc escrow analyses to ensure sufficient funds for escrowed items
• Complete escrow projections, payment adjustments, short-year statements, and escrow waivers
• Review large volumes of loan data and exceptions, making accurate and timely decisions
• Identify and resolve discrepancies that could impact customer payment amounts

Customer Experience & Issue Resolution

• Research and resolve moderately complex customer inquiries and operational issues
• Respond to internal and external inquiries in a timely, professional manner
• Document actions and decisions clearly at the loan level
• Support resolution of escalations and ensure outcomes are accurate and well-supported

Mortgage Insurance Support

• Process borrower-paid and lender-paid mortgage insurance (PMI/MIP)
• Review and execute mortgage insurance cancellations in accordance with regulatory requirements
• Reconcile monthly mortgage insurance premiums and resolve discrepancies
• Respond to borrower inquiries related to mortgage insurance

Risk, Compliance & Operational Support

• Follow established procedures to ensure compliance with regulatory and internal requirements
• Maintain accurate documentation to support audits and quality reviews
• Participate in process improvements and support operational efficiency efforts
• Collaborate with internal teams, vendors, and stakeholders as needed

Team Contribution & Reporting

• Track and report productivity, quality, and other operational metrics
• Assist in training and supporting junior team members
• Contribute to departmental goals and ongoing improvement initiatives
• Manage multiple priorities and deadlines in a structured, high-volume environment

Qualifications

• High School Diploma or equivalent required; Associate's degree preferred
• 2+ years of mortgage servicing experience required; escrow analysis experience preferred
• Strong analytical skills with attention to detail and accuracy
• Ability to manage high-volume work and make timely, sound decisions
• Excellent organizational, multitasking, and time management skills
• Strong written and verbal communication skills
• Proficiency with MS Office, especially Excel
• Ability to work independently while collaborating effectively with team members

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday – Friday, 8:30 AM – 5:00 PM

Required Skills

• Customer Support Trends
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Mortgage Loan or Mortgage Products

About Us

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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