Mortgage Servicer

This position is directly responsible for performing day-to-day tasks in several highly visible servicing processes; handle member inquiries, perform research and service mortgage loan files for portfolio and secondary market loans, payment processing and manage escrow accounts. This position is expected to leverage technology to its fullest and be constantly looking for ways to increase department efficiency.
Principal Duties and Responsibilities:

- Provide exceptional member service by responding to member inquiries, resolving servicing concerns, and maintaining a positive member experience, including during challenging situations and high-pressure interactions.

- Collaborate with the Mortgage team and other internal departments to provide servicing support, answer questions, and resolve loan-related issues.

- Review newly originated mortgage loans for accuracy, completeness, and proper setup within the servicing system.

- Perform ongoing maintenance and updates to mortgage loan records for both portfolio and secondary market loans.

- Research and resolve property tax, insurance, and escrow-related issues.

- Perform monthly Adjustable Rate Mortgage (ARM) adjustments, ensuring changes are accurately calculated and applied.

- Complete annual escrow analyses and ensure all required notices and related activities are completed within established timelines.

- Process paid loan reports, prepare mortgage loan satisfactions, and ensure appropriate documentation is completed and recorded.

- Assist with processing partial releases, loan deferrals, modifications, and related documentation.

- Assist members with insurance-related questions and coordinate with the Credit Union's third-party insurance tracking provider to research and resolve coverage discrepancies.

- Work directly with members to facilitate the processing and resolution of hazard insurance claims.

- Review mortgage Collateral Protection Insurance (CPI) reports to identify accounts requiring follow-up and/or determine whether to force-place insurance.

- Process and disburse property tax and insurance payments, including hazard, flood, and private mortgage insurance premiums.

- Prepare mortgage loans for payoff, ensuring accurate payoff information and appropriate processing.

- Prepare, process, and submit required mortgage servicing reports and transactions for MPF, Fannie Mae, and USDA loan programs.

- Ensure servicing activities are completed accurately and within established investor, agency, and regulatory deadlines.

- Ensure daily End-of-Day (EOD) processing and Month End processing within the mortgage servicing platform is completed accurately and within established timelines.

- Serve as an administrator for the Credit Union's mortgage servicing platform, supporting system maintenance, user access, troubleshooting, and overall system functionality.

- Identify opportunities to improve servicing processes, reduce manual work, increase accuracy, and improve operational efficiency.

- Maintain accurate loan documentation and servicing records to support investor requirements, audits, and regulatory compliance.

- Perform other mortgage servicing-related duties and special projects as assigned to support departmental and organizational objectives.
Work Relationships and Scope: Reports directly to the Vice President of Mortgage & Lending Services. Will have regular contact with management and employees of the Lending Department.
Performance Dimensions:

- Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.

- Provide outstanding services to co-workers & members.

- Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.

- Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.

- Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.

- Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.

- Enhance job growth through continuing education, as required or necessary.

Requirements
Knowledge, Skills and Abilities Required:
Education/Experience:

- Previous experience in a financial institution preferred.

- Two to three years experience in a financial institution with a strong background in mortgage lending and/or servicing is preferred.
Skills and Abilities:

- Exceptional organizational skills and attention to detail.

- Ability to work well under pressure to meet deadlines.

- Ability to input information quickly, accurately and efficiently on a personal computer.

- Exceptional problem-solving skills and a strong desire to provide effective solutions.

- Strong mathematical and typing skills.

- Ability to adapt in a growing & changing environment.

- Strong written and verbal communication skills.

- Highest degree of integrity and professionalism.

- Strives for 100% accuracy and compliance with regulatory agencies

- Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.

- Ability to attend to numerous details, with frequent interruptions, under the stress of maintaining courteous, accurate and timely relations with a variety of individuals.

- Knowledge and ability to apply current financial service industry standards, laws, and regulations.

- Ability to present ideas, report facts and other information clearly and concisely.

- Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).

- Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, copier, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.
Working Conditions:
Job Conditions/Work Location: The majority of work will be performed in a normal office environment. There will be some variation in work hours due to special projects, deadlines, education and other concerns. The noise level in the work environment is usually moderate. Will make periodic visits to branch locations.
Physical Requirements: Ability to sit and stand for extended periods of time, regularly access files (some standing, walking, climbing, bending, stooping, lifting up to 50 lbs and carrying of usually light materials.) Frequent mental and visual concentration required for computer usage.
Equipment Used: Various software programs, telephone, computer, copy machine, calculator, fax machine, and other office equipment.
Hazards: Only those present in a normal office setting; no known hazards. In the course of working with the public, the employee may, on a very limited basis, encounter abusive, aggressive or unpredictable threatening behavior. Must observe safety and security practices at all times.
Acknowledgment: This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the President. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.