Mortgage Loan Servicing Specialist

About Us
Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 5 out of 6 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

The Mortgage Servicing Specialist is responsible for managing the day-to-day servicing activities of mortgage loans, ensuring accuracy, compliance, and exceptional customer service. This role supports the full lifecycle of mortgage servicing, including payment processing, escrow administration, investor reporting, and resolution of borrower inquiries. The specialist will work closely with internal teams and external partners to maintain operational efficiency and regulatory compliance.

Position Responsibilities

• L Administration
• Process and reconcile mortgage payments, payoffs, and adjustments accurately and timely.
• Manage escrow accounts, including tax and insurance disbursements, annual analysis, and shortage/overage handling.
• Monitor delinquent accounts and assist with collections or loss mitigation processes as needed.

Customer Service

• Respond to borrower inquiries regarding loan terms, payment history, escrow accounts, and payoff requests.
• Provide clear, professional communication to resolve issues promptly and maintain positive customer relationships.

Compliance & Reporting

• Ensure adherence toan Servicing & federal, state, and investor guidelines (e.g., RESPA, CFPB, Fannie Mae/Freddie Mac requirements).
• Prepare and submit accurate investor and regulatory reports within required timelines.
• Maintain detailed records and documentation for audits and quality control reviews.
• Partner closely with Compliance teams to execute regulatory requirements and ensure processes and procedures are continuously evolved to meet changes in regulatory standards.

Operational Support

• Collaborate with Loan Operations team members to improve processes and enhance efficiency.
• Assist with system updates, testing, and implementation of new servicing technologies or workflows.

Required Education and Experience

• Bachelor's Degree+ in Business Studies, Finance, or Business Administration, or related field.
• 3+ years of mortgage servicing or loan operations experience required.
• Familiarity with mortgage regulations and investor guidelines.
• Proven experience with payment processing, loan boarding, account maintenance, and customer service.
• High aptitude for problem solving.
• Strong attention to detail and organizational skills.
• Excellent communication and problem-solving abilities.
• Proficiency in mortgage servicing systems and Microsoft Office Suite.

Preferred Education and Experience

• 1+ years of supervisory or management experience preferred.
• Experience with Fiserv Premier and Encompass strongly desired.
• Experience with data analysis from SalesForce or similar CRM applications

Qualifications and Skills

• Customer-focused mindset with a commitment to service excellence.
• Ability to work independently and collaboratively in a fast-paced environment.
• High level of integrity and adherence to compliance standards.

Compensation

• Base Salary Range: $29.60 - $44.41 hourly. Final determination of where you are at in the salary range is based on numerous factors such as geographic location, relevant experience, skill set, education, and ability to meet qualifications within the job description.
• Additional Compensation: This role will include a yearly annual target bonus based on individual performance.
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Additional Details
Must have the ability to travel locally for training as needed. Hybrid/In-Office - local DMV market

Supporting Businesses. Helping People. Strengthening Communities.
Capital Bank, N.A. is an E-Verify, Affirmative Action and Equal Opportunity Employer.