Servicing Support Specialist

The Servicing Support role at Ternus is responsible for providing operational and administrative support across the loan servicing lifecycle. This position plays a critical role in ensuring accurate loan maintenance, timely borrower communication, and adherence to regulatory and investor guidelines. The ideal candidate is detail-oriented, responsive, and committed to delivering exceptional service while maintaining strong compliance standards.

Key Responsibilities

• Support daily loan servicing operations, including loan boarding, payment processing, and account maintenance
• Assist with borrower inquiries via phone, email, and internal systems in a professional and timely manner
• Ensure accurate recordkeeping and documentation within servicing platforms
• Monitor and resolve servicing exceptions, discrepancies, and escalations
• Collaborate with internal teams (credit, operations, compliance) to resolve issues and improve processes
• Support escrow administration, including analysis and disbursements where applicable
• Assist with delinquency tracking and borrower outreach efforts
• Ensure compliance with all regulatory requirements, investor guidelines, and company policies
• Prepare reports and provide data support for servicing performance and audits
• Participate in process improvement initiatives to enhance efficiency and customer experience

Servicing Support Responsibilities

• Help borrowers with extension or modification requests by gathering documents and coordinating requests
• Assist with loan payment questions by working with servicers and following up with borrowers on past due payments
• Request, review, and send payoff statements to borrowers or third parties; update internal systems and reports
• Track paid-off loans, complete payoff certifications, and coordinate release of liens with title companies or electronic recording
• Monitor insurance policies and property taxes; notify borrowers of expirations and help place insurance if needed
• Support draw requests by communicating with borrowers and collecting any missing information or documentation

Qualifications

• 2+ years of experience in loan servicing, mortgage operations, or financial services
• Strong attention to detail and organizational skills
• Excellent written and verbal communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with servicing systems and Microsoft Office (Excel, Word, Outlook)
• Knowledge of servicing regulations and compliance standards preferred

Key Competencies

• Customer-focused mindset with a commitment to service excellence
• Problem-solving and critical thinking skills
• Strong work ethic and accountability
• Ability to work independently and as part of a team
• High level of integrity and professionalism

Reporting Structure

This role reports to the AVP of Settlement & Servicing and works closely with cross-functional teams across Ternus.