Mortgage Servicing Representative

Job Description Summary

Performs mortgage loan servicing responsibilities. Respond to member and internal staff concerns or questions regarding the servicing of mortgage loans in person, by phone and via email. Respond to the servicing voicemails and return phone calls. Responsible for more complex and escalated servicing issues

Job Description

Essential Duties and Responsibilities

• Maintain working knowledge of all responsibilities of Mortgage Servicing Assistant position. Handle escalated and more complex situations. Assist in training of new Mortgage Servicing Assistants.
• Resolve servicing concerns or issues by clarifying the member’s concerns, determining the cause of the problem, selecting and explaining the best solution to solve the concern, expediting the correction or adjustment and follow up to ensure resolution.
• Administers insurance (flood, hazard and forced placed) premiums and property taxes for mortgage loans; researches and determines correct payments; ensures payments are accurately applied and submitted; maintains third party vendor relationships for insurance premiums and property tax payments.
• Administers Private Mortgage Insurance (PMI) for mortgage loans; researches and determines correct payments; ensures payments are accurately applied and submitted; maintains third party vendor relationships for PMI. Monitor reporting to related to automatic termination of PMI in compliance with the Homeowners’ Protection Act.
• Coordinates and oversees escrow analysis for mortgage loans. Review and approve for distribution to membership.
• Process and prepare legal documents related to member requests for lien subordinations, partial releases, modifications, and ARM conversions. Make recommendation based on specific requests meeting requirements for approval.
• Review multiple reports related to other servicing functions to ensure data integrity and ensure appropriate action is completed
• Operates computers, scanners, copiers, optical imaging, mail and other related standard office and processing equipment.
• Maintains records of work performed; assists in maintaining an inventory of supplies for the department.
  
  

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.
  
  

Education/Experience

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

High School or GED - Required

Experience Requirement

1 Year - Mortgage servicing experience - Required

Skills/Abilities

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Utilize mathematical skills, knowledge and experience in performing job functions.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Ability to work in multiple systems to obtain loan information and complete research for members in a timely manner.
• Critical thinker and ability to exercise independent judgment
• Accuracy and attention to detail
• Required to abide by all applicable regulatory, investor and department practices and procedures
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.
  
  

PHYSICAL DEMANDS

Physical Demands Disclaimer

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

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.
  
  

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in a general office environment.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.