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United Wholesale Mortgage · 10 hours ago

Escrow Operations Specialist

US-MI-Pontiac

Full-time

Onsite

Entry, Mid Level

2+ years exp

United Wholesale Mortgage is a company focused on making home ownership possible for more Americans. The Escrow Operations Specialist serves as the primary point of contact for customers regarding their escrow accounts, providing support and resolving inquiries related to escrow analysis, tax, and insurance disbursements.

FinanceFinancial ServicesMortgage

Responsibilities

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

Qualification

Escrow analysisMortgage servicingCustomer serviceMortgage servicing systemsBilingual (English/Spanish)Attention to detailProblem-solvingAnalytical skillsRegulationsCommunication skills

Required

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

Preferred

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)

Benefits

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