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Highlands Servicing - Customer Support

Welcome to Highlands Servicing Customer Support Page. Our goal is to make your experience smooth and stress-free.

New Customers
  • If your loan recently closed and your first payment is due, please send your payment to:
    • Highlands Residential Mortgage, Ltd.
      Attn: Payment Processing
      950 W. Bethany Drive, Suite 800
      Allen, TX 75013
    • Please include your loan number on the check, cashier’s check, or money order.
  • Be on the lookout for a Notice of Servicing Transfer Letter in the mail. Highlands Residential Mortgage may retain the servicing of your loan, or we may sell your loan to another mortgage company. The Notice of Servicing Transfer Letter will include the transfer effective date, instructions on how to make payments, and contact information for your new servicer.
  • If we receive a payment at our corporate office that does not belong to us, we will overnight it to the new servicer. Don’t worry about issuing a stop payment or writing another check.
  • Not sure where to make your payment? Feel free to contact our corporate office Monday – Friday, 8:00 AM – 5:00 PM CT at 833-907-3531, or email us at servicing@highlandsmortgage.com. We’re always happy to help!

Was your loan recently transferred to our Servicing Department? Use the link below to register your account, manage your loan, and make payments 24/7. We’re excited to have you as a customer!

Existing Customers

If you received a Notice of Servicing Transfer in the mail notifying you that your loan was transferred to our Servicing Department in New Jersey, the following payment options are available to you:

  • ACH Draft: Set up online.
    We also offer a budget drafting program, which drafts half a payment every 14 days on Fridays. Call us at (855) 753-6024 to learn more about this free service.
  • Online: highlands.loanadministration.com (3 PM EST cutoff time)
  • By Phone: (855) 753-6204 (9 PM EST cutoff time)
  • By Mail: Mail your payment to the address below.
    Highlands Residential Mortgage, Ltd.
    PO BOX 11733
    Newark, NJ 07101
    (Please do not send cash)
  • Overnight: If you need to overnight a payment, please send it to the address below:
    Highlands Residential Mortgage, Ltd.
    Attn: Payment Processing
    425 Phillips Blvd
    Ewing, NJ 08618
    (Please do not send cash)
What is Servicing?

You have probably heard the term “Servicing” or “Mortgage Servicer” after your loan closes, but who is a servicer and what do they do?

Your Mortgage Servicer is your go-to point of contact after your loan closes. A Mortgage Servicer is responsible for:

  • Processing monthly payments
  • Customer service
  • Managing escrow accounts and making tax and insurance payments
  • Processing monthly payments
  • Processing insurance claim checks
  • Providing loan options to borrowers with financial difficulties

At Highlands, we strive to provide the highest level of service to every customer, every day. Check out our handy info below to determine where your payment should be directed.

 

Taxes and Insurance

Let us help take the guesswork out of the taxes and insurance requirements for your loan in Servicing!

Proof of Insurance

Proof of homeowner insurance and flood insurance (if applicable) is required on both escrowed and non-escrowed loans. If you recently received a letter stating that we do not have a record of insurance for your property, or you recently changed your insurance policy, please upload a copy of your new declaration page to mycoverageinfo.com.

Insurance Claims / Property Damage

If you have experienced damage to your property, call your insurance provider first to file a claim.

Because Highlands Residential Mortgage, Ltd. has a financial interest in your home, the insurance claim check will likely be payable to Highlands Residential Mortgage, Ltd., and you. Depending on the dollar amount of the claim check, we may either:

  • Endorse the check and return it to you, or
  • Deposit the check and disburse funds in increments as the repairs are completed.

Once you receive your claim check, you can file and track it online at www.insuranceclaimcheck.com. If you need to talk to an insurance claim expert, call us at (866) 222-8118.

Property Tax Bills

If you receive a delinquent tax bill and your loan is escrowed, please email a copy of the bill to DelinquentTaxes@loanadministration.com

Waive Escrows

If you wish to pay your taxes and insurance on your own, you can submit a request online. Simply log on to your account and submit your request through our Message Center. We will review your loan for eligibility and confirm whether we can remove your escrow account or not.

Proof of Insurance

Proof of homeowner insurance and flood insurance (if applicable) is required on both escrowed and non-escrowed loans. If you recently received a letter stating that we do not have a record of insurance for your property, or you recently changed your insurance policy, please upload a copy of your new declaration page to mycoverageinfo.com.

Insurance Claims / Property Damage

If you have experienced damage to your property, call your insurance provider first to file a claim.

Because Highlands Residential Mortgage, Ltd. has a financial interest in your home, the insurance claim check will likely be payable to Highlands Residential Mortgage, Ltd., and you. Depending on the dollar amount of the claim check, we may either:

  • Endorse the check and return it to you, or
  • Deposit the check and disburse funds in increments as the repairs are completed.

Once you receive your claim check, you can file and track it online at www.insuranceclaimcheck.com. If you need to talk to an insurance claim expert, call us at (866) 222-8118.

Property Tax Bills

If you receive a delinquent tax bill and your loan is escrowed, please email a copy of the bill to DelinquentTaxes@loanadministration.com

Waive Escrows

If you wish to pay your taxes and insurance on your own, you can submit a request online. Simply log on to your account and submit your request through our Message Center. We will review your loan for eligibility and confirm whether we can remove your escrow account or not.

Frequently Asked Questions
What if I sent my payment to the corporate office in Texas, but it’s due to the servicing department in New Jersey?

Don’t worry. The corporate office will overnight the payment to our servicing department. Under federal law, during the 60-day period following the effective date of the transfer of the loan servicing, a loan payment received by Highlands Residential Mortgage on or before its due date may not be treated as late, and a late fee may not be imposed on you.

What if I’m not able to make my payment on time?

Call us as soon as possible at (855) 753-6204. We’re here to help you! Whether your challenges are temporary or long-term, one of our representatives will work with you to find a solution for your unique situation.

Why did my payment amount change?

The amount due can change if:

  1. Your monthly escrow payment amount changes after the annual escrow analysis
  2. You have an adjustable-rate mortgage, or
  3. You modified your loan.

If you are set up on ACH Draft, we will automatically draft the new payment amount.

IRS Form 1098 & 1099: Where can I get a copy of my tax forms?

All relevant tax document(s) will be mailed on or before January 31. Your January billing statement may include your IRS form(s). If your loan was serviced by multiple companies during the year, you will receive the applicable IRS form(s) from each servicer.
You can view and print a copy of your tax forms online.

Log into your account, go to Account Management, and then click on the Document Center. IRS forms are listed under Taxes.

BILLING: Can I access my monthly statement online?

Yes! You can access your account online at highlands.loanadministration.com. If you don’t want to wait for your statement in the mail, you can sign up for paperless statements online.

Have Questions?
Contact Us.

Not sure where to make your payment, or have questions about your escrow account? Feel free to contact our corporate office Monday – Friday, 8:00 AM – 5:00 PM CT at 833-907-3531, or email us at servicing@highlandsmortgage.com. We’re always happy to help!

Servicing Department
  • Phone: (855) 753-6204
  • Secure Messaging: Login to your account and click on the Message Center.
  • Hours of Service:
    • Mon – Fri 8:30 AM – 8:00 PM EST
    • Sat 8:30 AM – 5:00 PM EST
Complaints

We work hard to provide a great experience to all of our customers. In the event you wish to submit a complaint, please do so at: https://highlandsmortgage.com/submit-a-complaint/

FOR BORROWERS WHOSE MORTGAGED PROPERTY IS LOCATED IN TEXAS: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TX 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 877-276-5550