Job Scope:

Provides support for mortgage loan operations by performing routine servicing tasks in accordance with established procedures, policies, and regulatory guidelines. Delivers accurate and courteous service to internal and external members, responds to basic mortgage-related inquiries, and supports Credit Union staff while ensuring confidentiality of member information. Works collaboratively to meet service expectations, completes necessary file maintenance, and partners with the Mortgage Center to care for members’ mortgage needs. Upholds the Credit Union’s core values in all interactions.

Essential Functions

• Process daily mortgage payments and ensure accurate posting to member accounts under guidance.
• Respond politely and accurately to basic borrower inquiries regarding loan balances, due dates, and escrow.
• Assist in maintaining and updating loan servicing records in accordance with established procedures.
• Follow internal policies and regulatory guidelines in completing assigned tasks.
• Support post-closing reviews of mortgage loans for completeness and accuracy, including construction and vacant land, following established procedures.
• Ensure required documentation is received and mortgage loans are accurately booked in Keystone and Mortgage Servicer software, with supervisor guidance as needed.
• Contact title companies or members to collect missing documentation as directed.
• Assist with processing interest rate adjustments, modifications, and subordinations under supervision.
• Perform mortgage loan corrections and adjustments on member accounts following instructions.
• Support management of mortgage insurance claims and escrow accounts, including tax and insurance payments.
• Facilitate the transfer of mortgage loans to secondary services according to established procedures.
• Assist with forbearance and loss mitigation efforts under guidance.
• Support tracking and reporting of mortgage loan servicing activities (HELOC review, suspense, releases, payoffs, etc.) under direction.
• Develop and maintain positive working relationships with members and internal staff; escalate issues to more experienced team members or supervisor as needed.
• Participate in projects, procedure development, and training related to mortgage or consumer loans, contributing ideas for efficiency improvements.
• Monitor and follow changes in mortgage regulations, asking questions when unsure of application.
• Provide courteous service by listening to member needs, identifying solutions, and referring to appropriate staff when necessary.
• Ensure member and Credit Union information is handled confidentially and securely.
• Assist in processing mortgage credit disputes under supervision.
• Perform other duties as assigned.

Qualifications:

Experience and Education

• Minimum of 6 months of experience working with consumer loan products and documentation. Prior exposure to mortgage loan products and documentation preferred.
• Prior exposure to loan servicing tasks and standard loan systems.
• Minimum of 6 months of customer service experience, with demonstrated ability to assist customers or members in a professional and courteous manner.
• High school diploma or GED equivalent.

Knowledge

• Basic knowledge of consumer and mortgage loans, loan documentation requirements, and applicable regulations.
• Basic understanding of general financial services concepts and the role of loan servicing within the Credit Union.
• Proficient in personal computer applications (e.g., Microsoft Office products, Internet) and in-house software. Can learn new software, navigate loan servicing systems, and follow established procedures for troubleshooting and completing tasks.

Skills/Abilities

• Demonstrates courteous, professional, and service-oriented interpersonal skills when interacting with members and team members.
• Responds promptly and politely to internal and external member inquiries across various delivery channels, using available resources and guidance.
• Maintains a positive attitude that reflects the Credit Union’s values and commitment to members.
• Works effectively as part of a team; willing to accept help and contribute when asked.
• Communicates clearly and respectfully with team members, supervisors, and members; listens carefully and follows instructions.
• Able to explain basic loan servicing topics with guidance and escalate complex issues to higher-level specialists or supervisor.
• Pays attention to detail and performs routine loan servicing tasks accurately and in accordance with established procedures.
• Demonstrates reliability in completing assigned tasks and following procedures under supervision.
• Brings questions or unfamiliar issues to supervisor for guidance and support.
• Shows willingness to learn, improve skills through training and feedback, and adapt to new processes or systems.
• Stays organized and manages time effectively in a structured environment, balancing multiple tasks under supervision.

Physical Requirements/Work Environment

• Primarily performs work in a standard office environment.
• Must be able to remain in a stationary position (e.g., seated at a desk or workstation) for extended periods.
• Frequent use of computer, keyboard, mouse, telephone, and standard office equipment.
• Must be able to communicate clearly and effectively in person, over the phone, and in writing.
• Occasional movement within the office to access files, printers, or attend meetings.
• May occasionally lift or move items up to 10 pounds (e.g., files, mail, small packages).