Description

Under general supervision, the Mortgage Support Clerk serves as the first point of contact of the Mortgage Department. Delivers exceptional service to members and non-members alike. Responsible for general loan maintenance as well as handling of servicing requests from members. Performs administrative tasks for the department, ensuring smooth daily office operations. The ideal candidate will be professional, accurate, organized, and able to multitask. Must be a great team player, ready to be the friendly face that welcomes our members into the Mortgage Department.

OUR CORE VALUES:

The Mortgage Support Clerk will be expected to act in a manner which is in accordance with Guardian Credit Union’s values:

1. Relationships – We treat each other, our members, and our community with respect.
2. Accountability – We hold ourselves to a higher standard.
3. Teamwork – We work together to reach our goals.
4. Honesty – We believe in conducting ourselves with honesty, integrity, trust, and fairness.

ESSENTIAL FUNCTIONS:

1. Conducts front desk reception duties such as answering incoming calls and greeting walk-ins in a professional and friendly manner. Initiates general correspondence to ensure members are appropriately taken care of and/or directed to the proper staff.
2. Provides loan and service-related information to members by telephone and in person, including contacting members for PMI removal, escrow related matters, payment method updates, etc.
3. Reviews daily mortgage payment reports and completes necessary follow-up servicing. Contacts members regarding their mortgage payments to ensure all amounts received were properly applied and makes corrections, as needed.
4. Prepares and processes Satisfaction of Mortgage documents for paid loans, including e-recording, tracking recorded satisfaction, break-down files, and organizing files for long-term storage.
5. Manages supply ordering and shipping for the Mortgage Department, ensuring timely delivery to designated locations.
6. Tracks and monitors post-closing documentation to ensure timely receipt, logging, and scanning of final titles and recorded mortgages. Collaborates with title companies to obtain any missing documentation.

SECONDARY FUNCTIONS:

1. Performs mortgage payoff requests as needed. Tracks and logs requests, as well as contacts members for possible retention.
2. Scans mortgage files to Radstar and maintains organization within the Mortgage vaults. Tracks and logs file movements upon request by staff or departments for audits.
3. Promotes GCU products, and mortgage offerings to retain current business and secure future relationships.
4. Serves as the primary point of contact on the day of closing, welcoming and assisting attendees. Sets up conference rooms or office spaces to facilitate closing activities and greets all involved parties.
5. Assists Mortgage Manager with necessary projects and/or additional functions when necessary. Serves as back-up within the Mortgage Department as needed.

Skills and Abilities

SKILLS AND ABILITIES REQUIRED:

Education/Experience: Any combination equivalent to education and experience that provides the required knowledge and skills is qualifying. Typical qualifications would be equivalent to: a high school degree, one year of administrative experience in an office setting. Mortgage and/or financial experience preferred but not required.

SKILLS:

1. Applied knowledge of real estate lending documents and related terminology a plus, along with general knowledge of mortgage lending requirements on all types of mortgage loans.
2. Proficiency in typing and broad knowledge of department operations, policies and procedures is preferred.
3. Ability to do semi-routine work and skilled in the use of office machines, and an on-line data processing system. Ability to do detailed work with accuracy.
4. A high level of interpersonal skills to communicate effectively with the membership via telephone and in person with a commitment to excellent member service.
5. Ability to interpret Credit Union policy and explain transactions posted to members' loan accounts.
6. Must be bondable; ability to maintain confidentiality.
7. Ability to cross-sell all credit union services effectively and accurately.
8. Must present a professional, business-like appearance and manner.

WORK ENVIRONMENT:

This position is located at our West Allis office, and the duties of this job are performed in a physical office setting.

PHYSICAL DEMANDS:

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.

1. Ability to remain in a stationary position 75% of the time.
2. Ability to move about inside the office to access file cabinets, office equipment, etc.
3. Ability to move items, such as boxes, up to 20 lbs. across office for various needs.
4. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
5. Ability to constantly operate a computer and other office productivity equipment, such as a calculator, copy machine, fax machine and printer.

TRAVEL:

Local travel to worksites is required at times.

HOURS:

This position requires 40 hours per week during business hours Monday through Friday. Rotating 3-hour Saturday morning shifts.