Home Loan Servicing Specialist

The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

Primary Duties and Responsibilities (details of the basic job functions):

Receive and process telephone calls and service requests from customers regarding mortgage/escrow accounts. Responsible for customer mortgage loan servicing, billing and payment processing. Navigate through sources of information to provide basic information and respond to customer questions in a timely manner in accordance with bank customer service standards. Promote understanding of the mortgage process and account information. Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met. Work within established procedures to identify and solve straightforward problems and make sound decisions. Escalate more complex problems to management for review and resolution.

Process monthly escrow disbursements including all Mortgage Insurance and FHA premiums. Monitor mortgage insurance files to ensure timely release of insurance fees. Review escrow and delinquent tax reports for accuracy. Complete all management approved extensions and modifications following all regulatory guidelines to mortgage loans and adjust loans on the core system to reflect changes. Process mortgage releases for paid off mortgage notes. Conduct a second review of loans that are booked to core system to ensure input accuracy. Assist in the creation of work flow processes and procedures.

Preferred Qualifications:

Education (include minimum education and any licensing/certifications):

  • Associate Degree in a related field

Work Environment:

Work in a temperature-controlled office environment. Willingness to work flexible and irregular hours.

Required Qualifications (these are the minimum requirements to qualify):

Education (include minimum education and any licensing/certifications):

  • High School Diploma or equivalent
  • One year of mortgage and escrow servicing experience


  • Providing customer service
  • Working within a customer service environment
  • Navigating through a P.C./automated processing system
  • Reading and comprehending various mortgage and escrow servicing tools (manuals, work models, etc.)
  • Performing mathematical calculations
  • Tracking additional file documentation and follow-up
  • Loading and reviewing loan records
  • Identifying problems

Knowledge and Skills:

Knowledge of:

  • Mortgage loan products and services
  • Mortgage and escrow servicing procedures
  • Residential mortgage servicing industry, tax, government regulations, investor requirements and guidelines

Ability to:

  • Respond to customer service requests according to bank service standards
  • Use banking and accounting systems to look-up customer information
  • Demonstrate a high level of attention to detail
  • Work within a fast-pace environment
  • Work in a team environment to promote member/customer satisfaction
  • Demonstrate organizational, problem solving and decision-making skills
  • Communicate effectively with customers and others in a work environment
  • Maintain accurate records
  • Accurately enter data into computerized system
  • Monitor reports for accuracy

The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!

Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

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