What is a mortgage servicer?

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A mortgage servicer plays a crucial role in the homeownership journey, but many people may not fully understand what a mortgage servicer does. In this article, we will dive deeper into the topic of mortgage servicers to provide a comprehensive understanding of their role and responsibilities.

What is a Mortgage Servicer?

A mortgage servicer is a company that manages mortgage loans on behalf of the lender or investor who owns the loan. When a borrower obtains a mortgage to purchase a home or refinance an existing loan, the mortgage servicer becomes responsible for collecting monthly payments, managing escrow accounts, and providing customer service throughout the life of the loan.

Responsibilities of a Mortgage Servicer

Loan Administration: One of the primary responsibilities of a mortgage servicer is loan administration. This includes collecting monthly mortgage payments from borrowers, maintaining accurate records of payments received, and managing the loan’s principal and interest calculations. They also handle the distribution of payments to the appropriate parties, such as the lender or investor.

Escrow Management: Mortgage servicers often handle escrow accounts, which are used to collect and distribute funds for property taxes, homeowners insurance, and other related expenses. They ensure that the necessary funds are available to cover these expenses when they become due. Mortgage servicers also provide annual escrow account statements to borrowers, detailing the account’s activity.

Customer Service: Mortgage servicers act as the primary point of contact for borrowers throughout the life of the loan. They handle inquiries, provide information, and assist borrowers with any issues or concerns they may have. This includes addressing questions about loan terms, payment options, and providing guidance during financial hardship or loan modification requests.

Default Management: In the unfortunate event that a borrower falls behind on mortgage payments, the mortgage servicer plays a crucial role in managing the default process. They work with borrowers to explore options to avoid foreclosure, such as loan modifications, repayment plans, or short sales. If foreclosure becomes inevitable, the mortgage servicer may initiate the foreclosure process in accordance with local laws and regulations.

Relationship with the Lender or Investor

Mortgage servicers typically have a contractual relationship with the lender or investor who owns the mortgage loan. The lender or investor may choose to outsource the servicing of their loans to a specialized mortgage servicer, allowing them to focus on originating new loans. In some cases, the lender or investor may retain the servicing rights and handle the servicing internally.

Regulations and Oversight

Mortgage servicers are subject to various regulations and oversight to ensure fair and ethical practices. These regulations are in place to protect borrowers and maintain the integrity of the mortgage industry. Government agencies such as the Consumer Financial Protection Bureau (CFPB) and state regulatory bodies monitor and enforce compliance with these regulations.


In summary, a mortgage servicer is a company that manages mortgage loans on behalf of the lender or investor. Their responsibilities include loan administration, escrow management, customer service, and default management. Mortgage servicers play a vital role in the homeownership journey by ensuring the smooth management of mortgage loans and providing assistance to borrowers throughout the life of the loan.


– Fannie Mae: www.fanniemae.com
– Freddie Mac: www.freddiemac.com
– Consumer Financial Protection Bureau: www.consumerfinance.gov