Help Center

While your home loan is in process, you can use Element – our proprietary, all-in-one platform – to access your loan details. Element has unique features that allow our customers to complete much of the home loan process on their phones, tablets, computers, or mobile devices. Within Element, Waterstone Mortgage clients can:

• Apply for a mortgage loan
• Track the progress of their loan approval
• Download pre-approval letters
• View important messages and alerts about their loan process
• Securely upload documentation
• Electronically sign (eSign) documents
• Check the reviews they have given their loan originator(s)
• Use the “How to Close on Time” calendar feature
• Use mortgage calculators
• Manage their loan

If your loan is already closed, online access will depend on if your loan is still being serviced by Waterstone Mortgage or if your servicing has been transferred. If you are looking to make an online payment, please see the payment options section below. 

No, unless the Waterstone Mortgage corporate office will be collecting more than two payments before your loan is transferred to your new servicer. If the servicing hasn’t transferred by the third payment, we will mail you a loan statement. Once your loan transfers, you will begin receiving statements from your new servicer.

When the servicing of your loan has transferred, you will receive a notification called “Notice of Assignment, Sale, or Transfer of Servicing Rights” via secure email or by mail. This notification will contain your new servicer’s contact and payment mailing information.

Uploading documents into Element is an essential, secure, and easy part of the home loan process. Watch the video below to learn more: 

It's easy to create an account in our borrower platform, Element. Watch the video below for a detailed overview on setting up an Element account. Click here to access Element now.

If you are unable to log into your account you can either reset your password, or contact us directly for assistance accessing your account.

Yes, you can access your account by logging in with the email address you used to create the account or username. Once logged in, you can update your email address on file.

Please contact us directly for assistance accessing your account.

If you believe that your login information has been compromised, update your password immediately by logging into your account and going to your profile page.

For assistance in this matter, please contact us immediately.  

If you can't remember your password, you can reset it.

When it’s time to make your first mortgage payment to the corporate office of Waterstone Mortgage, you have several convenient options:

• Pay online, via ACH or debt card, utilizing the link that will be emailed to you by Waterstone Mortgage Payment Processing, closer to your first payment due date. This is the fastest and easiest way to make your monthly mortgage payment. There is no fee to pay online. If you do not receive said email, it is likely the servicing of your loan has transferred, and your first payment will be due to your new servicer. This option is not available for buydowns. 
• Pay by phone, via ACH or debit card. Contact our Customer Service team at 800.354.1149. For the ACH payment option, a bank’s routing and checking/savings account number will be required. There is no fee for this service.
• Pay by mail, using the First Payment Letter coupons provided in your closing documents. Please include the payment coupon with your check or money order. If you do not have your payment coupons, please write your Waterstone Mortgage loan number on the memo line of your check and mail to the address below:
  
  Waterstone Mortgage Corporation
  ATTN: Servicing
  17950 West Corporate Drive, Suite 100
  Brookfield, WI 53045

If you have any questions regarding your upcoming payment or need additional information, contact the Waterstone Mortgage Customer Service team:

CustomerService@WaterstoneMortgage.com
800.354.1149
Available Monday through Friday, 9:00 a.m. - 5:00 p.m. CT.

If the servicing of your loan has transferred to the Waterstone Mortgage Loan Servicing Center, you will receive an email from Waterstone Servicing Division. You may access your account here.

Auto pay can be set up once your loan transfers to its long-term servicer. Follow your servicer’s instructions for setting up auto pay, and contact them with any questions pertaining to automatic payments. 

The mortgagee clause for Waterstone Mortgage Corporation is listed below. To ensure that your insurance renewals and premiums are paid in a timely manner, it is your responsibility to update the mortgagee clause when your loan transfers. Once you receive a transfer letter notifying you of your new servicer, you will need to update the mortgagee clause information by contacting your insurance agent and providing them with the new mortgagee clause stated in your transfer notice.

Waterstone Mortgage Corporation ISAOA/AITIMA
17950 West Corporate Drive, Suite 100
Brookfield, WI 53045

Form 1098 is a mortgage interest statement. If Waterstone Mortgage collected mortgage interest from you throughout the course of the year, you may receive a statement from us. 1098s are mailed by January 31. If you think you should have received a statement but did not, contact Customer Service at CustomerService@WaterstoneMortgage.com or 800.354.1149.

If you made payments to other servicers, you may receive an additional 1098 from those servicers.

Once you receive your Form 1098, store it safely with your tax documents. You may use this when filing your tax return to claim a mortgage interest deduction. Please note that Waterstone Mortgage employees cannot offer tax advice.

Waterstone Mortgage is committed to providing our customers with an easy method for raising concerns about property appraisals performed during the application process. If an appraisal is performed on your home, you will be provided a copy in accordance with regulatory requirements. You should review the appraisal report and contact your loan originator if you have any questions or concerns about the appraisal process or the reliability or credibility of the appraisal such as:

• Factual errors in room count, gross living area or other factual inaccuracies related or unrelated to the value.
• Comparable property sales selected may not be the most suitable.
• Evidence that the appraisal was influenced by bias or discrimination.

Reconsideration of Value Process

A Reconsideration of Value (ROV) is a formal request made by a consumer for the appraiser to reevaluate the analysis and conclusions of the initial appraisal using additional information provided by the consumer that the consumer believes to be relevant to the appraiser’s value determination.

The ROV Process is not intended to change the value because someone is dissatisfied with the appraisal conclusions or outcome. However, if there are any issues with the reliability or credibility – including any evidence of discrimination or bias – the appraisal value may be reconsidered, or a new appraisal report may be ordered.

Important Note: The ROV process must be completed prior to closing your mortgage loan transaction. Only one (1) ROV request is permitted per appraisal report. Any ROV requests submitted after closing will not be considered.

Learn more about how to submit an ROV.