Mortgage Servicing Administrator

Founded in Richmond, Virginia in 1997, CapCenter exists to help individuals and families achieve one of life's most meaningful milestones—homeownership. By bringing mortgage, realty, and insurance services together under one roof, we provide a simpler, more transparent experience designed to save clients time and money. Our commitment to innovation, including our Zero Closing Cost mortgage, has earned the trust of thousands of clients and fueled our growth through repeat business and referrals.

At CapCenter, our mission extends beyond serving clients. We foster a collaborative, high-impact environment where employees are empowered to do meaningful work, grow professionally, and make a real difference in the lives of the people we serve.

Job Overview:

The Mortgage Servicing Administrator performs day-to-day loan servicing functions for CapCenter’s mortgage servicing portfolio, with a primary focus on escrow administration, payment processing, and custodial account management. This role is critical to ensuring compliance with GSE servicing requirements (Fannie Mae and Freddie Mac) and maintaining accurate borrower account records within CapCenter’s servicing platform.

The ideal candidate brings hands-on experience in mortgage loan servicing operations, a strong understanding of escrow management workflows, and the ability to execute detailed procedures in a regulated environment. Essential duties and responsibilities include but are not limited to the following.

Key Responsibilities:

Escrow Administration

• Perform annual escrow analyses, including surplus disbursements, shortage collection, and deficiency resolution in accordance with RESPA requirements.
• Process escrow disbursements for property taxes, homeowner’s insurance, mortgage insurance, and flood insurance, ensuring timely payments to taxing authorities and insurance carriers.
• Monitor escrow accounts for accuracy, reconcile discrepancies, and resolve borrower inquiries related to escrow balances and adjustments.
• Manage escrow cushion calculations and ensure compliance with aggregate accounting requirements.
• Process insurance loss draft claims and track disbursement of funds for property repairs.

Payment Processing & Loan Administration

• Process and apply borrower payments including regular monthly payments, principal curtailments, and payoff proceeds.
• Monitor and manage suspense accounts, ensuring unapplied funds are properly resolved within required timeframes.
• Process ACH/recurring payment enrollments and manage payment reversals, NSF transactions, and payment corrections.
• Assist with loan boarding activities for newly originated or acquired loans, verifying data integrity across servicing system fields.
• Generate and distribute periodic borrower statements, payment histories, and year-end tax documents (1098s).

Custodial Accounting & Reporting

• Support custodial account reconciliation processes, ensuring proper separation between investor funds (P&I and T&I custodial accounts) and corporate operating accounts.
• Assist with preparation of investor remittance files and reporting to Fannie Mae and Freddie Mac as required.
• Maintain accurate records supporting net servicing fee calculations and servicer revenue recognition.

Compliance & Quality Control

• Execute servicing functions in compliance with Fannie Mae Servicing Guide, Freddie Mac Servicing Guide, RESPA, TILA, Regulation E, and other applicable federal and state regulations.
• Participate in quality control reviews and internal audits, assisting with remediation of identified deficiencies.
• Maintain organized documentation and audit trails for all servicing transactions.
• Assist with regulatory exam preparation and respond to examiner information requests as directed.

Borrower Communication & Support

• Serve as a point of contact for borrower inquiries related to escrow, payment application, and general servicing questions.
• Draft and process borrower correspondence including escrow analysis statements, payment change notices, and regulatory disclosures.
• Support early-stage delinquency outreach and loss mitigation intake activities as needed.

Qualifications:

• Minimum 2–4 years of experience in mortgage loan servicing operations.
• Demonstrated experience in escrow administration, including annual escrow analysis, tax and insurance disbursements, and escrow shortage/surplus processing.
• Working knowledge of RESPA, TILA, Regulation E, and GSE servicing requirements (Fannie Mae and/or Freddie Mac).
• Experience with mortgage servicing platforms (FICS Mortgage Servicer experience strongly preferred).
• Proficiency in Microsoft Office Suite, particularly Excel for reconciliation and data validation tasks.
• Strong attention to detail and ability to work accurately in a deadline-driven, compliance-focused environment.
• Bachelor’s degree in business, finance, or related field preferred.

Preferred:

• Experience working within a Fannie Mae or Freddie Mac approved servicer environment.
• Familiarity with custodial accounting practices and investor reporting.
• Experience with loan boarding, payoff processing, and suspense account management.
• Knowledge of collections and early-stage loss mitigation procedures.
• Prior experience in a start-up or build-out servicing operation. 

Compensation:

The estimated range of $55,000 – $85,000 reflects the budgeted amount for this position. Individual compensation will be determined based on job-related business considerations, such as relevant qualifications, experience, location, education, certifications, skills, and other job-related reasons. Where applicable, this position is eligible for incentive compensation and/or discretionary bonus opportunities.

Benefits:

CapCenter offers a comprehensive benefits package, including medical, dental, vision, life insurance, a 401(k) plan with company match, paid vacation, paid holidays, and other programs designed to support the well-being and professional growth of our employees.

Physical Requirements and Work Environment:

Work is primarily performed in a professional office environment and may involve extended periods of sitting, computer use, keyboarding, and telephone or virtual communication. The position may require managing competing priorities, responding to time-sensitive matters, maintaining accuracy and attention to detail, and working effectively in a fast-paced environment.

Reasonable Accommodation:

As required by law, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Equal Opportunity Employer:

CapCenter is an Equal Opportunity Employer (Veteran/Disability). All qualified applicants will be considered regardless of race, color, national origin, age, religion, sex, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law.