Mortgage Loan Servicing Specialist

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity

The Mortgage Loan Servicing Specialist position will be assigned duties in the Loan Administration function area. This individual’s primary responsibility will include various administrative processing and compliance duties associated with the management of the commercial real estate portfolio including, but not limited to, onboarding loans, calculating prepayment premiums, reviewing payments, property inspection reviews, property insurance review and loss requests, and escrow management. Performance of these duties may include working directly with borrowers, borrowers’ agents or representatives, Voya correspondents, external/internal legal counsel, third party clients, and Voya Mortgage Loan Accounting. The optimal candidate is detail oriented, highly organized, able to work well in a fast-paced environment with tight deadlines, demonstrate clear communication skills, and motivated to learn.

The Contributions You Will Make

• Act as primary customer service contact for assigned portfolio. Respond to all correspondent, borrowers, auditors, third party clients, etc., inquiries related to loan administration as appropriate.
• Ensure all new loans are properly set up on the commercial loan servicing system and all notifications, welcome letters, etc. are distributed to the appropriate parties.
• Monitor portfolio payment status and ensure proper action is taken on delinquent situations and ensure proper action is taken with all non-monetary default situations. 
• Monitor suspense accounts and semi-monthly delinquency reports to identify unapplied mortgage payments or refunds to be issued. Assist staff with payment issue resolution to allow for timely processing of cash.
• Support various servicing activities including escrow analysis, review of insurance exceptions and claims, property inspection reviews, and deferred maintenance issues.
• Calculate prepayment premiums for payoff quotes and assist in the loan payoff process.
• Monitor Correspondent Compliance as it relates to property taxes and insurance deliverables.
• Assist with external and internal portfolio transfers.
• Assist in year-end reporting.
• Create amortization schedules.
• Assist in the review and analysis of various loan documents.
• Perform 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 fellow employees.
• Follow company and departmental policies and procedures.
• Develop efficient working relationships.
• 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 understanding of commercial real estate.
• Excellent verbal and written communication, organization, and interpersonal skills.
• Strong quantitative and computer skills, including proficiency in Microsoft Office suite (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.

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

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.