The Escrow Operations Specialist on the Mortgage Servicing Team serves as the primary point of contact for customers with questions or concerns related to their escrow accounts. This includes interpreting and explaining escrow analysis statements, handling tax and insurance disbursement inquiries, and providing support regarding payment changes. The specialist must have a strong understanding of mortgage servicing operations, particularly escrow analysis, and provide accurate, empathetic, and efficient customer service via phone and written communications.

• Clearly explain escrow changes, shortages, surpluses, and the reasons behind increases or decreases in mortgage payments.
• Investigate and resolve discrepancies related to escrow balances, tax and insurance payments, and lender-placed insurance.
• Communicate with internal teams and third-party vendors (e.g., tax service companies, insurance providers) as needed to resolve customer issues.
• Document all interactions and follow-ups in the loan servicing system in accordance with company standards.
• Process customer-initiated requests such as escrow waivers, payment reanalyses, or account corrections.
• Stay up to date on escrow-related regulations (e.g., RESPA), investor guidelines, and internal servicing policies.
• Maintain compliance with federal, state, and investor servicing requirements.

Must-Have Qualifications:
• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• 2+ years of experience in mortgage servicing, specifically escrow analysis, customer service, or call center operations.
• Strong knowledge of escrow accounts, property taxes, hazard insurance, and escrow analysis procedures.
• Excellent communication skills with the ability to explain complex concepts clearly and calmly.
• Strong attention to detail, problem-solving, and analytical skills.
• Proficiency in mortgage servicing systems (e.g., MSP) and Microsoft Office Suite.
• Ability to work in a fast-paced, customer-focused environment while meeting performance metrics.

Nice To Have Qualifications:
• Experience using Black Knight MSP or similar loan servicing platforms.
• Bilingual (English/Spanish) skills a plus.
• Knowledge of investor guidelines (e.g., Fannie Mae, Freddie Mac, FHA, VA).

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

 

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

 

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

 

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.