Mortgage Customer Specialist

Firstsource Healthcare; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

Firstsource Healthcare is seeking an entry-level Loss Analysis and Loan Boarding Support Auditor to join our Mortgage Servicing Operations team in the US. You will perform document-to-data validation and audit reviews across loan types, ensuring accurate capture in MSP and compliance with business and regulatory standards.

You will review loan docs, verify terms, and cross-check MSP data, while identifying discrepancies for correction.

Qualifications

• High School Diploma or GED required.
• 0-2 years of mortgage banking or loan servicing experience.
• Strong attention to detail and ability to review complex loan documents.
• Proficient in Microsoft Excel and data navigation.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team.
• Demonstrated ability to learn new systems quickly.
• Strong organizational and time-management skills.

Responsibilities

• Review loan notes, mortgage agreements, and supporting docs.
• Verify note terms: balance, rate, first payment date, maturity, payment frequency.
• Cross-reference documents against MSP data entry for accuracy.
• Identify discrepancies and document corrections.
• Review MSP screens (MAS1, SER1, MIP1, ARM1) for data accuracy.
• Validate interest calculations using 30/360 and actual/360.
• Confirm due days, payment cycles, and billing configurations.
• Ensure proper payment modes and ACH delay days vs late charges.
• Validate loan product features: penalties, PRA, modifications, and special products.
• Document compliance findings and flag exceptions for management.
• Prepare audit reports and track boarding status and documentation.

Skills

Attention to detail

Analytical skills

Regulatory compliance

Documentation & organization

System navigation

Problem solving

Communication

Education

High school diploma or GED

Bachelor’s degree in finance or related field

Tools

MSP (Mortgage Servicing Platform)

Microsoft Excel

Job description

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Mortgage Customer Specialist

Date: Oct 23, 2026

Location: US

Requisition ID: 24231

JOB DESCRIPTION

Loss Analysis and Loan Boarding Support Auditor

POSITION OVERVIEW

We are seeking a detail-oriented Loss Analysis and Loan Boarding Support Auditor to join our Mortgage Servicing Operations team. In this entry-level role, you will perform comprehensive document-to-data validation and audit reviews across all loan types (conventional, special loans, ARM, interest-only, modifications, and others) during the boarding and servicing lifecycle. You will ensure all loan documentation is accurately captured in our clients Mortgage Servicing Platform (MSP) and complies with business rules, servicing requirements, and regulatory standards.

KEY RESPONSIBILITIES

Loan Documentation Review & Validation

• Conduct detailed reviews of loan notes, mortgage agreements, and supporting documentation
• Verify note terms including original balance, note rate, first payment date, maturity date, and payment frequency
• Cross-reference loan documents against MSP data entry to ensure accuracy and completeness
• Identify discrepancies and document findings for correction

MSP Data Verification

• Review MSP screens (MAS1, SER1, MIP1, ARM1, etc.) to confirm accurate data entry
• Verify principal and interest payment calculations using 30/360 and actual/360 interest calculation methods
• Validate contractual due days, payment cycles, and billing cycle configurations
• Confirm correct payment modes and ACH delay days vs. late charge grace day requirements

Multi-Product Loan Feature Validation

• Verify loan-specific features across all product types including late charge rates, grace days, and calculation methods
• Review prepayment penalty (PPP) terms, default interest parameters, and acceleration clause provisions
• Validate principal reduction adjustment (PRA) amounts, vesting periods, and special loan provisions
• Review ARM parameters including rate reset mechanics, index selection, margin, and rate caps
• Review interest-only payment terms, balloon payment dates, and modification-related changes
• Validate special loan products including buydowns, DSI (Deferred Start Interest), and HELOC/other specialty products

Regulatory Compliance Review

• Verify default interest rates against state usury caps and compliance requirements
• Confirm loan documents include required verbiage (cross-default, assign rents, right receiver provisions)
• Validate loan type coding and special field settings in MSP
• Document compliance findings and flag exceptions for management review

Quality Control & Documentation

• Complete comprehensive audit checklists for each loan review across boarding, special loans, and QC workstreams
• Perform quality control reviews to identify exceptions, data discrepancies, and validation issues
• Maintain detailed notes documenting validation steps and findings
• Prepare clear, concise reports on audit results and recommended corrections
• Track loan boarding status and maintain audit work documentation

REQUIRED QUALIFICATIONS

• High School Diploma or GED required
• 0-2 years of experience in mortgage banking, loan servicing, or related financial services
• Strong attention to detail with ability to accurately review and verify complex loan documents
• Proficiency with Microsoft Excel and ability to navigate database systems
• Excellent written and verbal communication skills
• Ability to work independently and as part of a team
• Demonstrated ability to learn new systems and processes quickly
• Strong organizational and time-management skills

PREFERRED QUALIFICATIONS

• Bachelor's degree in finance, accounting, business, or related field
• Previous mortgage servicing or loan boarding experience
• Familiarity with Mortgage Servicing Platform (MSP) systems and loan management systems
• Knowledge of various loan products including fixed-rate, ARM, interest-only, and specialty loans
• Understanding of ARM calculations, rate reset mechanics, and index-based adjustments
• Understanding of mortgage note terms and loan documentation standards across product types
• Experience with loan modifications, buydowns, and other special loan features
• Familiarity with mortgage regulatory requirements and compliance standards

CORE COMPETENCIES

• Attention to Detail: Ability to identify discrepancies in complex loan documentation and MSP data
• Analytical Skills: Capacity to review and interpret loan terms, calculate interest rates, and validate calculations
• Regulatory Compliance: Understanding of mortgage regulations and servicing requirements
• Documentation & Organization: Ability to maintain thorough records and prepare clear audit reports
• System Navigation: Comfort learning and working within multiple software systems
• Problem Solving: Ability to identify issues and elevate appropriately
• Communication: Clear documentation of findings for diverse stakeholders

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

This role is office-based and involves extended time at a computer workstation. The position requires:

• Ability to sit for extended periods
• Ability to review documents and data on screen for extended periods
• Ability to type and use standard office equipment
• Ability to meet daily, weekly, and monthly audit deadlines