Mortgage Servicing Representative

Job Title: Mortgage Servicing Representative

FLSA: Non-Exempt
Function: Mortgage Servicing
Reports To: Mortgage Servicing Manager

Purpose: Service member’s financial needs regarding the credit union’s mortgage loans. Educate members on credit union products and services. Provide members with an extraordinary experience in accordance with the credit union’s core values and service promise.

Responsibilities:

• Answer all incoming phone calls related to current mortgages the Credit Union services
• Perform escrow analysis, pay taxes, and homeowners’ insurance, as needed
• Perform monthly/quarterly/annual reporting functions
• Use due diligence in verifying the accuracy of all information provided by the member
• Accurately maintain up-to-date member loan files, as necessary
• Ensure proper document retention policies are followed
• Prepare credit union files for offsite storage
• Build rapport and use active listening skills to identify member’s needs while actively researching member’s accounts
• Investigate and reconcile escalated member’s questions/concerns with regard to their disbursed loan products, recommend and direct members to the appropriate department or individual when the request is beyond established authority
• Ensure the department is adequately equipped with all necessary supplies, forward materials to credit union branches as requested
• Compliance with the Bank Secrecy Act, OFAC and USA PATRIOT Act including Customer Identification Program, customer due diligence, identifying high risk accounts, reporting suspicious activities to Manager or BSA Department
• Maintain an up-to-date and comprehensive knowledge of the credit union’s products and services
• Provide support to the mortgage area
• Support the credit union’s focus on member service and sales
• Promote and maintain a confidential environment to protect member, employee, and credit union information
• Follow all credit union policies, procedures, and requirements in addition to all applicable state and federal laws and regulations
• Create and promote a positive professional image of one’s self and the credit union
• Exemplify the credit union’s core purpose and core values

Perform all other duties as assigned

Education and Experience:

• High school diploma, or equivalent, required; college degree preferred
• Mortgage/mortgage processing experience desired
• Financial services experience desired
• Service/sales experience desired

Skills, Abilities, and other Requirements:

• Strong computer and application skills
• Verbal and written communication and grammar skills
• Ability to be bonded required
• Ability to successfully organize, prioritize, and manage multiple responsibilities
• Ability to keep up with a busy workflow
• Ability to sit for long periods of time
• Ability to perform repetitive tasks
• Team player with a positive attitude and flexibility
• Professional demeanor and personal accountability