Welcome to Ternus, where our foundation is built on a simple yet transformative idea: a lending company created by investors, for investors. In the dynamic world of real estate investment, we saw a gap – a need for a lender who not only provides funds but understands the journey, challenges, and aspirations of fellow investors. That’s where our story begins.

The Servicing Support role at Ternus is responsible for providing operational and administrative support across the loan servicing lifecycle. This position plays a critical role in ensuring accurate loan maintenance, timely borrower communication, and adherence to regulatory and investor guidelines. The ideal candidate is detail-oriented, responsive, and committed to delivering exceptional service while maintaining strong compliance standards.

Key Responsibilities

• Support daily loan servicing operations, including loan boarding, payment processing, and account maintenance
• Assist with borrower inquiries via phone, email, and internal systems in a professional and timely manner
• Ensure accurate recordkeeping and documentation within servicing platforms
• Monitor and resolve servicing exceptions, discrepancies, and escalations
• Collaborate with internal teams (credit, operations, compliance) to resolve issues and improve processes
• Support escrow administration, including analysis and disbursements where applicable
• Assist with delinquency tracking and borrower outreach efforts
• Ensure compliance with all regulatory requirements, investor guidelines, and company policies
• Prepare reports and provide data support for servicing performance and audits
• Participate in process improvement initiatives to enhance efficiency and customer experience

Servicing Support Responsibilities

• Help borrowers with extension or modification requests by gathering documents and coordinating requests
• Assist with loan payment questions by working with servicers and following up with borrowers on past due payments
• Request, review, and send payoff statements to borrowers or third parties; update internal systems and reports
• Track paid-off loans, complete payoff certifications, and coordinate release of liens with title companies or electronic recording
• Monitor insurance policies and property taxes; notify borrowers of expirations and help place insurance if needed
• Support draw requests by communicating with borrowers and collecting any missing information or documentation

Qualifications

• 2+ years of experience in loan servicing, mortgage operations, or financial services
• Strong attention to detail and organizational skills
• Excellent written and verbal communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with servicing systems and Microsoft Office (Excel, Word, Outlook)
• Knowledge of servicing regulations and compliance standards preferred

Key Competencies

• Customer-focused mindset with a commitment to service excellence
• Problem-solving and critical thinking skills
• Strong work ethic and accountability
• Ability to work independently and as part of a team
• High level of integrity and professionalism

Reporting Structure

This role reports to the AVP of Settlement & Servicing and works closely with cross-functional teams across Ternus.