Customer Service Research Specialist

Full Time | Buffalo


The Customer Service Research Specialist is responsible for: providing excellent customer service through oral and written communication; maintaining detailed and accurate records; performing quality control reviews of new loans for onboarding; providing accurate data for service transfers and monitoring/managing loan servicing tracking items, including Qualified Written Request Responses.


  • Support department manager in day to day activities.
  • Interact with borrowers on customer service matters related to loan details, transfers of servicing, payoffs, releases, escrow analysis and other items as assigned.
  • Research and resolve loan payments, loan maintenance and distributions for accuracy when disputed by the mortgagor or their representatives.
  • Complete assigned research projects as directed by management. This will involve the review of both document and system data ensuring the integrity of the data used to service the asset
  • Verifies the data loaded to the Black Knight Servicing System (MSP).
  • Tracks the receipt and gathers the information necessary to respond to customer inquiries.
  • Identifies errors in data on the servicing system.
  • Validates data in file by performing Gap Analysis and Logic Testing
  • Samples loan documents and compare with data in file.
  • Scrubs files to assess contents and completeness
  • Prepares backup data necessary to complete a Qualify Written Request for information received from the customer or their representative. Including a draft response which is then completed by either management or legal counsel.
  • Provide clerical support to the Servicing Transfer area as needed, including the review and distribution of welcome packages and other documents as assigned


  • Knowledge of loan servicing software/systems
  • Computer and Office Suite proficiency
  • Technical capability to utilize office equipment
  • Collaboration and teamwork
  • Customer focused
  • Communication and interpersonal competency
  • Problem solver
  • Organization and time management


  • One - two years experience in Loan Servicing
  • Strong interpersonal skills including verbal and written communication
  • Demonstrated problem solving skills
  • Detail-oriented with superior organizational and time management skills
  • Self-starter; takes initiative within role and responsibilities
  • Knowledge of the mortgage industry or a closely related finance sector
  • Excellent customer service skills
  • Excellent technology skills and ability to use with Office Suite (including Excel and Access)
  • Proactive in identifying ways to improve service and support
  • Ability to be a team player by working closely with manager and team members of the area.
  • Other: Preferred Education/Experience: Associate degree or higher preferred

AHP Servicing LLC participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.