Comprehensive Guide to Mortgage Servicing: Roles and Responsibilities

In this article
Not able to pay mortgage
★★★★★ Rating:
Talk to an Expert

Receive latest news, tips, and guides to help you navigate your homeownership journey!

*By clicking Subscribe, you agree with our Privacy policy .

Thank you for subscribing to our newsletter!
Oops! Something went wrong while submitting the form.

Mortgage servicing refers to the ongoing management of a mortgage loan by a mortgage servicing company. This company is typically the original mortgage lender, or a specialised company hired by the lender. Some lenders may service their mortgage loans in-house and others may outsource this function to a third-party mortgage servicing company. Mortgage servicing duties involve a range of administrative tasks and responsibilities related to the loan's terms and conditions.  

Mortgage servicers play an important role in the mortgage journey by ensuring timely and accurate payment processing, providing responsive customer service and offering support during times of financial difficulty.

Understanding mortgage servicing is important for borrowers. After the mortgage loan has been disbursed, this is the point at which borrowers typically start communicating directly with their mortgage servicing company. The role of mortgage servicers is essential. They handle many things to manage the borrower’s mortgage account. They do not just collect payments. They play an important role in maintaining the borrower’s account, along with answering questions and helping sort out any issues that they might have.  

The Role of the Mortgage Servicer  

Mortgage servicers are there to manage the ongoing administration of mortgage loans for borrowers. Once a mortgage has been disbursed by the lender, the mortgage servicer takes over the day-to-day responsibilities of servicing the loan.  

One of the mortgage servicer's most significant roles is collecting and processing monthly mortgage payments from borrowers. They manage the receipt of payments and allocate them to the borrower's mortgage account. This is imperative to maintaining accurate payment history and outstanding mortgage balance records. It ensures that borrowers remain up to date on their obligations and acts as a bit of a safety net against delinquencies or defaults.

Mortgage servicers provide essential customer service and support to borrowers throughout the life of the loan. They address borrower enquiries and provide information about account status and payment history. They are there to assist with any issues or concerns related to the mortgage. This ongoing communication helps borrowers stay informed and manage their mortgage obligations effectively.

Mortgage servicers play a crucial role in assisting borrowers during times of financial hardship or difficulty. They can offer various options, such as loan modifications, revised repayment plans or forbearance agreements to help borrowers navigate challenging financial situations and avoid repossession. They work closely with borrowers to explore alternatives to repossession and provide support during times of need. Mortgage servicers thus help promote homeownership stability and financial well-being for borrowers. Top of Form

Your Point of Contact

Borrowers typically interact with their mortgage servicer through various channels, including online platforms, telephone, email and mail. The mortgage servicing company may differ from the original lender. Equally, the original lender may have sold the loan to a third party but remains the servicer. Borrowers can typically find their mortgage servicer's contact information on their monthly mortgage statements or in the initial loan documentation provided at the time of closing.

Borrowers can use the contact details provided on their mortgage statements to contact their mortgage servicer or visit the servicer's website for additional information and support. Many mortgage servicers offer online account management portals where borrowers can access their account information. Here they can make payments and communicate with customer service representatives. It is important to have all your account information handy before contacting your mortgage servicer. This will include the account number and mortgage details. This will help the customer service representative locate your account more efficiently.  

If borrowers are unable to locate their mortgage servicer's contact information, they can contact their original lender for assistance. Lenders maintain records of mortgage servicing transfers and can provide borrowers with updated contact information for their current mortgage servicer.

The Servicing Process

The servicing process carried out by mortgage servicers involves several key activities. All of which aim to manage the mortgage loan efficiently and support borrowers throughout the loan term.

  1. Payment Processing: Mortgage servicers collect monthly mortgage payments from borrowers and process them accordingly. This includes recording payments, applying them to the borrower's account and updating account balances.
  1. Account Maintenance: Mortgage servicers maintain accurate and up-to-date records of borrower accounts, including payment history and account balances. They also handle account inquiries and address any issues or discrepancies that may arise.
  1. Customer Service: Servicers provide customer service and support to borrowers throughout the life of the loan. This includes addressing borrower inquiries, providing information about account status or payment history and assisting with any issues or concerns related to the mortgage.
  1. Loss Mitigation: In cases of financial hardship or difficulty making mortgage payments, mortgage servicers offer various loss mitigation options to help borrowers avoid repossession. This may include loan modifications, revised repayment plans, forbearance agreements or other assistance programmes tailored to borrowers' needs.
  1. Regulatory Compliance: Mortgage servicers ensure compliance with relevant laws, regulations and industry standards governing mortgage servicing practices. This includes adhering to guidelines related to payment processing, account maintenance and borrower communication.

Effective servicing practices are essential for maintaining borrower satisfaction, promoting homeownership stability and ensuring compliance with regulatory requirements.

Borrower Responsibilities

Borrowers have several key responsibilities for maintaining a healthy mortgage account. First, they must make timely mortgage payments each month. Paying the full amount due by the specified due date is imperative for borrowers to avoid late fees, penalties and negative impacts on credit scores. Secondly, maintaining open communication with their mortgage servicer is essential when facing financial difficulties. Borrowers should promptly reach out to their servicer to discuss available options and potential solutions.

Borrowers are tasked with regularly monitoring their mortgage account statements and payment history to ensure accuracy and identify any discrepancies or errors. Verifying that payments are applied correctly and addressing any issues promptly with the servicer is crucial for maintaining an accurate account.

Borrowers are also expected to adhere to the terms and conditions outlined in their mortgage loan agreement. This includes maintaining property insurance coverage, avoiding actions that could result in default or repossession, and complying with any requirements related to property maintenance and upkeep. By managing finances effectively and avoiding excessive debt, borrowers can ensure that mortgage payments remain affordable and manageable. Fulfilling these responsibilities allows borrowers to navigate the servicing process successfully.

Communication is Key

Communication plays a crucial role in ensuring a smooth experience when your mortgage loan is serviced by a loan servicing company. Clear and open communication channels enable borrowers to stay informed about their mortgage status, understand their options and address any concerns promptly. Establishing rapport with your loan servicing company allows you to seek assistance when needed. Whether it is clarifying payment details, exploring repayment options or discussing financial hardship, keeping an open line of communication with your mortgage servicer is important.  

Regular communication with your loan servicing company has many benefits and will help promote transparency and trust. It will enable you to stay updated on any changes to your loan terms, which could be anything from interest rate adjustments or modifications to repayment plans. Communication is key and is not just a one-way street. Communication from the servicing company to the borrower is also essential. They can inform borrowers of important deadlines, upcoming changes or potential issues.

Effective communication becomes even more critical during times of financial difficulty or unforeseen circumstances. Loan servicing companies can provide valuable support and guidance. They offer assistance programmes or workout options tailored to individual circumstances. By maintaining open lines of communication, borrowers can access the resources and assistance they need to navigate challenges.


In conclusion, mortgage servicing plays a crucial role in the ongoing management of mortgage loans for borrowers. The mortgage servicing company supports borrowers in many ways throughout the life of the loan. This involves collecting monthly payments, ensuring they are allocated correctly and assisting borrowers when required. Effective communication with your mortgage servicer is crucial for staying informed about any changes to your loan terms or upcoming deadlines. Understanding mortgage servicing is essential for homeowners to navigate their mortgage journey successfully and maintain financial stability.

Reduce interest costs

Make your BTL work again! Pauzible pays the increase in your mortgage costs for up to 5 years, in return for a share in the value of your buy to let property.

Get Started
By clicking “Got it”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.
Get Started