Mortgage Loan Servicing Specialist
The Mortgage Loan Servicing Specialist is responsible for a range of administrative, processing, and compliance duties that support the management of our commercial real‑estate portfolio. The role includes loan onboarding, prepayment premium calculations, payment reviews, property inspection follow‑ups, insurance and loss request handling, and escrow management.
Responsibilities:
Act as the primary customer‑service contact for the assigned portfolio; respond to inquiries from correspondents, borrowers, auditors, and third‑party clients.
Ensure new loans are fully set up in the commercial loan servicing system and that all notifications and welcome letters are distributed.
Monitor portfolio payment status and take appropriate action on delinquent and non‑monetary default situations.
Identify unapplied mortgage payments or refunds through suspense‑account and semi‑monthly delinquency reports, and assist staff with payment‑issue resolution.
Support servicing activities such as escrow analysis, insurance exception and claim reviews, property inspection reviews, and deferred‑maintenance issues.
Calculate prepayment premiums for payoff quotes and assist in the loan payoff process.
Monitor correspondent compliance relating to property taxes and insurance deliverables.
Assist with external and internal portfolio transfers.
Help prepare year‑end reporting.
Create amortization schedules.
Review and analyze various loan documents.
Produce internal and external ad‑hoc reporting and audits.
Interact with borrowers, clients and third‑party consultants, including servicers, brokers and inspection firms.
Promote a positive attitude and work environment among colleagues.
Follow company and departmental policies and procedures.
Develop efficient working relationships.
Perform other duties as assigned by department management.
Minimum Knowledge & Experience
Bachelor’s degree in Real Estate, Finance, Accounting or Business Administration.
Minimum 2–5 years of relevant work experience with an understanding of commercial real‑estate processes.
Excellent verbal and written communication, organization and interpersonal skills.
Strong quantitative and computer skills, including proficiency in Microsoft Office (Word, Excel, PowerPoint).
Team‑oriented with strong work ethic and time‑management skills.
Strong understanding of commercial real‑estate transactions and industry terms.
Advanced knowledge of amortization schedules and CRE debt and valuation concepts.
Experience reading and interpreting complex loan documents.
Knowledge of best practices for servicing commercial mortgage loans.
Knowledge of and experience with loan‑administration and accounting systems.
Compensation
Voya is committed to pay that’s fair and equitable. The annual base salary range for this position is:
$65,000 – $72,000 USD
In addition, incentive opportunities (annual cash incentives, sales incentives, and/or long‑term incentives) may be available based on performance.
Benefits: Health, dental, vision and life insurance plans.
401(k) savings plan – company matching contributions up to 6 %.
Voya retirement plan – employer paid cash‑balance retirement plan (4 %).
Tuition reimbursement up to $5,250 per year.
Paid time off: 20 days of PTO, nine company holidays, and a flexible Diversity Celebration Day.
Paid volunteer time – 40 hours per calendar year.
Critical Skills
Customer focused – passion to delight customers with unique solutions.
Critical thinking – analytical process to reach well‑reasoned solutions.
Team mentality – partnership to drive culture and common goals.
Business acumen – sound decisions grounded in the financial‑services industry.
Learning agility – openness to new ideas and skill acquisition.
Equal Employment Opportunity
Voya Financial is an equal‑opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.
Reasonable Accommodations:
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.
