Help Center

have a question?

We're here to help!  View the answers to our most frequently asked questions below.

In-Process Loans
Will I have access to my loan information online?

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. 

Will I receive a monthly statement from Waterstone Mortgage?

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.

How will I know when my loan has been transferred to the 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.

How do I upload documents?

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

Login Help
I can't access my account. What are my options?

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

What do I do if I don't remember my password?

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

I don't have access to my email address anymore. Can I still access my 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.

I don't remember my email address or my username. How do I access my account?

Please contact us directly for assistance accessing your account.

I'm concerned my login information might have been stolen. What do I do?

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.  

Making Payments
How do I make my first mortgage payment?

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 debit card or ACH. This is the fastest and easiest way to make your monthly mortgage payment, and there is no fee to pay online. As your first payment due date approaches, you will receive an email from Waterstone Mortgage Payment Processing that contains a secure link to pay online.

  • 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
    N25W23255 Paul Road
    Pewaukee, WI 53072

  • Pay by phone via debit card or ACH. 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.

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.

What is Waterstone Mortgage's loan servicing center website address?

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

Can I set up automatic payments?

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. 

Other Questions
Where can I find a pre-qualification form?
If you’re hoping to get pre-qualified for a mortgage, we recommend that you find a loan originator to begin the process. Next, sign up for Element – our all-in-one mortgage platform. Within minutes, you can easily create an account and submit an application (which starts the pre-qualification/pre-approval process). If you’re serious about purchasing a home soon, you may want to consider a mortgage pre-approval instead of pre-qualification. Learn more about pre-qualification vs. pre-approval.
What is Waterstone Mortgage’s Mortgagee Clause?

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
N25W23255 Paul Road
Pewaukee, WI 53072

What is Form 1098 and when will I receive mine? Do I need it for my tax forms?

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.

Where do I access my mortgage loan balance?
For information on your mortgage loan balance, contact the Waterstone Mortgage Customer Service team at CustomerService@WaterstoneMortgage.com or 800.354.1149
Where do I find my loan number?
If you are a customer with a loan in process, please log in to Element. If you are a customer whose loan has already closed, contact our Customer Service team at 800.354.1149.