Mortgage Servicing Specialist

Mortgage Servicing Specialist

Job Type: Full-time/ On-site Exemption Type: Non- exempt Wage Amount: $20.99 per hour minimum

Primary Functions

The Mortgage Servicing Specialist is an on-site role that processes mail and mortgage and home equity payments daily while serving as a primary point of contact for members regarding routine mortgage servicing inquiries, providing timely, accurate, and courteous support throughout the life of the loan. This role is responsible for handling inbound calls and service requests related to mortgage and home equity loans and general servicing needs, while ensuring compliance with credit union policies, investor guidelines, and regulatory requirements. The position supports escrow administration, payment processing, documentation handling, and coordination with internal teams, including mortgage collections and default servicing, to deliver a consistent member service experience while maintaining operational accuracy.

Mortgage Servicing Duties

a. Collect, sort and process all incoming mail daily from branches and external sources, and post all mortgage and home equity loan payments to the applicable accounts in accordance with mortgage servicing procedures.

b. Assist with researching and resolving loan payment issues, including misapplied payments, reversals, suspense items, and payment corrections, escalating more complex issues as appropriate.

c. Serve as a primary point of contact for members regarding routine mortgage servicing inquiries, providing accurate, courteous, and timely assistance in accordance with credit union policies and investor servicing requirements.

d. Answer incoming phone calls and respond to mortgage servicing-related service requests or contact events accurately and within established service level timeframes.

e. Receive, review, and process incoming mortgage servicing correspondence and documentation from members, branches, and external sources, ensuring timely handling and proper documentation.

f. Generate and update routine mortgage servicing reports, ensuring accuracy and completeness of information.

g. Provide support and guidance to branch staff and internal teams by answering basic mortgage servicing and mortgage payment related questions.

Department Support

a. Assist with annual escrow analyses, including reviewing account balances, generating required notices, and preparing supporting documentation under supervision.

b. Support the timely and accurate payment of escrowed items, including property taxes and insurance premiums, to applicable taxing authorities and insurance providers.

c. Coordinate with mortgage collections and default servicing teams by referring delinquent accounts or servicing issues in accordance with established procedures.

d. Provide support to closing and funding functions, including assistance with document imaging, record retention, and post-closing file maintenance.

Miscellaneous Duties

a. Maintain a basic working knowledge of mortgage servicing, escrow administration, and applicable regulations, including required training on investor and regulatory standards.

b. Participate in required training, meetings, and continuing education to develop servicing knowledge and skills.

c. Complete all required annual compliance training as required by the Credit Union

d. Schedule and conduct individual dialogs with direct manager monthly

e. Participate in external credit union-sponsored activities and community/education events to increase credit union awareness.

f. Maintain strict member confidentiality and comply with all privacy, data security, and information protection requirements.

g. Perform other related duties as assigned.

Education and Experience

• High school diploma or G.E.D. equivalent required.
• Two years of financial institution experience required.
• One year of mortgage servicing preferred.

Knowledge Skills & Abilities

• Working knowledge of mortgage lending practices, federal & state regulatory requirements, mortgage insurance, secondary market, and compliance requirements.
• Working knowledge of core processing systems and other systems required for mortgage loan processing.
• Excellent organizational skills, including the ability to manage competing priorities, and track deadlines.
• Strong ability to communicate effectively and frequently verbally and in writing to members and employees using a variety of platforms
• Strong analytical, research, and problem resolution skills.
• Ability to handle sensitive information with discretion, professionalism, and sound judgment.
• Detail-oriented to provide accurate, relevant, and timely information to internal and external partners.
• Ability to work independently and as part of a team, with the flexibility to adapt to change.
• Intermediate-level knowledge in Microsoft Office applications

Additional Compliance Requirements

All mortgage-related positions are subject to an additional background check at the time of hire and annually thereafter to ensure compliance with Federal National Mortgage Association (FNMA) requirements.

This background check includes verification against the following:

• GSA: General Services Administration
• EPLS: Excluded Parties List System
• HUD: U.S. Department of Housing and Urban Development
• LDP: List of Parties Excluded or Disqualified from Federal Procurement and Non-Procurement Programs
• FHFA: Federal Housing Finance Agency
• SCP: Suspended Counterparty Program

Failure to authorize the annual background check, or the employee being listed on one of the prohibition lists above may lead to loss of the ability to participate in the mortgage origination or servicing process and disciplinary action, up to and including termination of employment.

Cognitive & Physical Functions

• Must have the ability/stamina to work at least 40 hours a week.
• Will frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data.
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field.
• Must be able to communicate heavily through telephone, e-mail and in-person communications.

Decision-Making Authority

Types of Decisions made independently: Routine loan servicing activities, including document requests, basic mortgage loan payment corrections, and resolution of standard operational issues within established A+ guidelines.

Types of Decisions requiring supervisory approval: Anything outside of established procedures for a Mortgage Servicing Specialist.