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.
