Sr. Escrow Servicing Operations Specialist; remote

Who We Are

Service Mac is a new sub‑servicing entity backed by leading mortgage servicing practitioners. We focus on delivering superior technology, products, and services for the mortgage and real estate industries, emphasizing personalized service and continuous innovation. Our inclusive, people‑first culture has earned us numerous accolades, including recognition as a Fortune 100 Best Company to Work For for ten consecutive years and inclusion on over 50 regional best‑place‑to‑work lists.

Responsible for processing activities related to escrow account management, including monthly escrow payment management, vendor oversight, insurance claims, and interest on escrow.

• Process servicing functions related to Escrow from loan acquisition through life‑of‑loan servicing, including servicing transfers, mass escrow analysis processing, off‑cycle analysis, and general escrow account maintenance
• Maintain escrow interest rates, process deposits and controls
• Monitor service delivery, productivity, and quality standards for Tax, Insurance, and Insurance Claims vendors, track activity, process documents and disbursements
• Monitor activities of vendor(s) responsible for printing Escrow Account Statements and checks; reconcile files
• Monitor vendor calls, ensuring that vendors provide satisfactory service to customers and follow defined rules and requirements
• Research customer requests and inquiries, evaluate multiple factors, resolve issues, and communicate results
• Adhere to regulatory and legal requirements, including investor and state guidelines
• May assist with onboarding and training new employees

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent
• Some college preferred
• 2–5 years of experience working in a mortgage environment, preferably Mortgage Loan Servicing specific to escrow account activities (real estate taxes, property insurance, escrow analysis, mortgage insurance)

Knowledge, Skills, and Abilities (KSAs)

• Strong customer service orientation
• Detail oriented
• Strong written, presentation, and verbal communication skills
• Problem‑solving skills
• Strong organizational skills and ability to multi‑task
• Strong knowledge of company operating systems
• Ability to understand and adhere to state and federal mortgage lending regulations

Job Complexities

• Uses established procedures to perform assigned tasks
• Tasks are generally more complex in nature and may involve evaluation, originality, and judgment

Supervision Received or Extended

• No formal supervisory responsibility but is resource to less experienced team members

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

$23.37 – $31.15 hourly, Remote

By choice, we don't simply accept individuality – we embrace it, support it, and thrive on it! Our People First Culture celebrates diversity, equity, and inclusion not simply because it is the right thing to do, but because it is the key to our success. We are proud to foster an authentic and inclusive workplace for all.

First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401(k), PTO/paid sick leave and other great benefits like an employee stock purchase plan.