Loan Servicer - Consumer Mortgage & Construction Lending

American Pride Bank was founded in 2007 by first-generation Americans and entrepreneurs to ensure everyone has fair access to financial products and services needed to achieve their American Dream. Our mission is to build a diverse-owned bank that serves ambitious, underestimated people and places, creating pathways for generational wealth, growing local economies, and reducing economic disparities. We are more than a bank; we are trusted partners who ensure every customer and business owner can achieve their American Dream. We take pride in seeing our communities prosper and knowing we played a part in that success. Our niche is serving small business owners, providing dignity in banking, and making people feel seen and valued. Through it all, we offer responsive, flexible, and tailored banking services that allow our customers to make money, build wealth, and secure a long-term legacy of financial well-being.

About the role

The Mortgage Loan Servicer is responsible for the administration and servicing of the bank's consumer mortgage and consumer construction loan portfolios. This position ensures accurate loan maintenance, payment processing, escrow administration/oversight, construction draw administration, customer service, and regulatory compliance throughout the life of each loan. The Loan Servicer serves as a primary point of contact for borrowers regarding servicing matters and works closely with lenders, contractors, title companies, inspectors, and internal bank personnel to ensure timely and accurate loan servicing.

What you'll do

Mortgage Loan Servicing

• Process and post mortgage payments accurately and timely.
• Maintain loan records and servicing systems, including borrower information, payment histories, interest rate changes, and loan modifications.
• Process principal reductions, payoff requests, assumptions, subordinations, and loan modifications.
• Prepare and process mortgage payoffs and satisfactions.
• Monitor adjustable-rate mortgage changes and ensure timely borrower notifications when applicable.
• Ensure servicing records are maintained accurately and in accordance with bank policies and regulatory requirements.
• Preparing and recording necessary notices and releases.

Consumer Construction Loan Servicing

• Administer consumer construction and renovation loans from closing through project completion.
• Review and process construction draw requests in accordance with approved loan terms and bank procedures.
• Coordinate inspections, lien waiver collection, title updates, and supporting documentation prior to disbursement of construction funds.
• Verify compliance with draw conditions and approved budgets.
• Monitor construction progress and completion timelines, escalating exceptions as appropriate.
• Maintain detailed records of draws, inspections, contractor documentation, and project status.
• Coordinate conversion of construction loans to permanent financing when applicable.
• Communicate with borrowers, contractors, builders, title companies, and lenders regarding draw requests and construction servicing matters.

Oversight

• Tracking hazard and flood insurance renewals, including loans without escrow
• Responsible for force-placed insurance notices and national disaster/flood disaster protection
• Oversee higher-priced mortgage escrow requirements and escrow cancellation requests
• Monitor tax delinquencies on loans without escrow

Customer Service

• Respond to borrower inquiries regarding loan balances, payment history, escrow accounts, construction draws, payoff information, and general loan servicing matters.
• Research and resolve servicing issues in a timely and professional manner.
• Provide borrowers with requested documentation, statements, and servicing information.
• Maintain a high level of customer service while protecting confidential customer information.
• Build and maintain positive relationships with borrowers and internal business partners.

Compliance and Reporting

• Ensure compliance with applicable federal and state mortgage servicing regulations, consumer protection laws, and bank policies.
• Assist with servicing-related audits, examinations, and internal reviews.
• Maintain accurate records and support regulatory and internal reporting requirements.
• Support annual reporting requirements, including escrow statements, tax reporting, and customer notices.
• Identify and report servicing exceptions, errors, and potential compliance concerns.

Qualifications

Education and Experience

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of mortgage servicing, loan operations, construction lending support, or related banking experience preferred.
• Experience with residential construction loan servicing, draw administration, or mortgage servicing strongly preferred.

Knowledge, Skills, and Abilities

• Knowledge of consumer mortgage servicing and residential construction lending practices.
• Extensive experience utilizing Jack Henry & Associates core banking platform  required.
• Understanding of mortgage documents, construction loan documentation, escrow administration, and loan accounting.
• Familiarity with mortgage servicing regulations, including RESPA, TILA, CFPB servicing requirements, and related consumer lending regulations.
• Strong attention to detail and organizational skills.
• Ability to manage multiple projects and deadlines simultaneously.
• Strong customer service and communication skills.
• Ability to review documentation for completeness and accuracy.
• Proficiency with loan servicing systems, Microsoft Office applications, and banking software.