Job Summary
This role focuses on delivering accurate and timely performing loan servicing activities for mortgage portfolios using advanced skills in MS Excel while working from office in night shifts to support global operations. The specialist will handle servicing requests validate data coordinate with internal teams and maintain high standards of customer experience through diligent back end support and email based communication.
Responsibilities
- Perform daily performing loan servicing activities by updating and validating mortgage account information in core systems using structured checklists and documented procedures
- Manage large volumes of servicing data in MS Excel by creating organized worksheets applying formulas and running validations to ensure accurate and consistent records
- Review servicing requests and transactions for completeness and compliance with internal policies and regulatory guidelines to minimize operational risk and downstream corrections
- Coordinate with internal teams through email and ticketing tools to clarify missing information resolve servicing queries and ensure timely closure of pending items
- Monitor key servicing queues and dashboards during night shifts and prioritize work items based on defined service level agreements and customer impact
- Document each servicing action taken in the designated systems by capturing clear notes status updates and references to ensure complete audit readiness
- Identify data inconsistencies or process gaps in servicing activities and escalate them through defined channels to support continuous process improvement
- Respond to internal email inquiries related to mortgage servicing in a professional and structured manner providing clear data driven responses and expected timelines
- Use MS Excel to prepare daily or weekly status trackers and basic reports that summarize volumes accuracy metrics and turnaround times for review by supervisors and stakeholders
- Follow detailed standard operating procedures and control checklists for every servicing task to maintain high quality and reduce rework in a high volume environment
- Adhere to all information security and data privacy guidelines especially while handling customer mortgage information to protect sensitive data and maintain client trust
- Collaborate with quality review teams by providing required data clarifications and supporting evidence to facilitate periodic audits and control testing
- Contribute ideas for process simplification and automation opportunities by observing recurring issues and suggesting changes that can improve efficiency and customer outcomes
Qualifications
- Possess experience in performing servicing operations between two and four years preferably in a financial services or mortgage related environment with exposure to back end processes
- Demonstrate strong proficiency in MS Excel including use of formulas filters sorting pivot summarization and basic troubleshooting of spreadsheet issues
- Exhibit familiarity with email management practices including mailbox organization response templates and professional written communication to support internal and client facing interactions
- Bring understanding of customer service concepts in a mortgage or lending context such as accuracy timeliness empathy and clear communication even when working in nonvoice support functions
- Show ability to work effectively in night shifts within a work from office model while maintaining focus accuracy and adherence to process timelines
- Display comfort with structured processes documentation and compliance requirements common in multinational organizations that support global mortgage clients
- Preferably have experience using workflow tools ticketing systems or servicing platforms to log track and close operational tasks in a controlled manner
- Illustrate strong attention to detail and numerical accuracy which are essential for validating balances payment applications and status changes in mortgage servicing records
- Communicate clearly with peers and supervisors sharing updates on workload issues and risks so that teams can collectively meet service level expectations and client commitments
- Adapt quickly to new policies tools and process changes introduced by the organization in response to client requirements regulatory changes or internal improvement programs
- Maintain a continuous improvement mindset by seeking feedback learning from quality reviews and applying those learnings to enhance personal productivity and process quality
Certifications Required
Preferred certifications include MS Excel specialist or data analysis certification from a recognized training provider relevant to spreadsheet based operations
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
