Mortgage Servicer I

Do you have experience with mortgage loan account management and a passion for delivering exceptional member service? Would you enjoy supporting the day-to-day lifecycle of mortgage loans, from funding through payoff, while ensuring a seamless member experience? Members First Credit Union is seeking an experienced Mortgage Servicer I to join our team. This position has a hybrid potential.
We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

Mortgage Servicer I

Non-Exempt

Reports to:  Real Estate Lending Leader  

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Essential Duties

• Support the day-to-day servicing of mortgage loan accounts from funding through payoff, ensuring accuracy and timeliness of all activities
• Process and apply mortgage payments, including principal, interest, escrow, and fees, ensuring proper allocation and reconciliation
• Serve as a primary point of contact for member inquiries related to loan balances, payment history, escrow accounts, and general servicing questions
• Provide clear and accurate information to members regarding loan terms, payment options, and account activity to promote understanding and reduce confusion
• Assist with escrow administration, including reviewing tax and insurance items, monitoring due dates, and supporting timely disbursements
• Support the preparation and delivery of periodic mortgage statements, ensuring accuracy and timely distribution
• Assist with annual tax reporting, including preparation and review support of IRS Form 1098 mortgage interest statements
• Support escrow analysis processes, including data validation, reviewing escrow shortages/surpluses, and assisting with member communication
• Deliver a high level of member service by responding to inquiries promptly, resolving routine issues, and escalating more complex concerns appropriately
• Maintain compliance with applicable federal and state regulations (including RESPA and TILA), as well as internal policies and procedures
• Support borrower assistance efforts by gathering information, answering general questions, and routing requests for hardship, modifications, or forbearance to appropriate team members
• Monitor assigned servicing queues and complete daily tasks within established service level expectations
• This role is a hybrid position with the expectation of 3 days in office but requires flexibility to changing work locations as needed.
• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1

Duties and Responsibilities

The following statements are intended to describe the general nature and level of work being performed by this position.  It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.  Other duties may be assigned to meet business needs.

• Accurately input, update, and maintain loan servicing data within servicing systems, including escrow information, insurance updates, and account status changes
• Perform routine account maintenance, including payment corrections, address updates, insurance tracking updates, and general account adjustments
• Review daily reports and system queues to identify required actions, exceptions, or discrepancies needing resolution or escalation
• Assist with tracking and maintaining property insurance and tax records to ensure coverage remains active and compliant
• Support payoff processing by providing accurate payoff information and assisting with follow-up tasks as directed
• Maintain detailed and compliant records of all member interactions, transactions, and servicing activities for audit and regulatory purposes
• Collaborate with internal departments (origination, processing, closing, contact center, and compliance) to ensure consistent and seamless member experience
• Identify errors, inconsistencies, or process gaps and escalate to leadership or senior team members for resolution
• Assist with preparation of servicing reports, audits, or reviews by gathering requested documentation and data
• Assist in the preparation, review, and distribution of periodic mortgage statements in accordance with regulatory requirements
• Support annual IRS Form 1098 reporting by validating data, researching discrepancies, and assisting with corrections as needed
• Assist with escrow analysis by reviewing account data, identifying variances, and preparing information for adjustments and member notifications
• Respond to member inquiries related to statements, tax reporting (1098), and escrow changes, escalating complex issues as needed
• Stay informed on updates to servicing procedures, system changes, and regulatory requirements through training and ongoing development
• Provide support for post-close and servicing-related tasks as needed to ensure operational continuity

Qualifications and Expectations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.

• Proficiency in mortgage servicing software, Microsoft office suite, and general computer skills
• Familiarity with mortgage servicing regulations, including RESPA TILA, and knowledge of escrow accounts and payment processing
• Strong communication skills, including active listening, clear and concise communication, and adaptability to various communication styles (both interpersonal and written), with ability to handle member inquiries with empathy and professionalism
• High accuracy in data entry, record keeping, and document processing
• Strong time management skills and the ability to prioritize tasks effectively in a fast-paced environment
• Ability to identify analyze and resolve account discrepancies and borrower concerns efficiently
• Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to move, transport or lift, up to 50 pounds.
• Able to remain stationary for 2-4 hours at a time.

Work Environment

• Must maintain a neat and orderly work area.
• Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
• Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.

Education and Experience

• Minimum high school graduate or equivalent.
• One to three years of experience in mortgage post-closing, processing, or a similar role.
• Must have a working knowledge of mortgage loan processes and servicing regulations.
• Familiarity with mortgage industry regulations, conventional loan guidelines.
• Proficiency in mortgage software systems & MS Office Suite