Mortgage Servicing Specialist

Reports To: Mortgage Servicing Manager

Location: Onsite, 3

Rivers Corporate - Lima Rd.

Position Type: Non-Exempt

Individual Contributor

Pay Range: $19.44/hr-32.33/hr

Note: Pay is dependent on skill and experience. The top of the range reflects candidates with 10+ years in similar positions with comparable responsibilities.

The Mortgage Servicing Specialist provides contact and support for mortgage secured loans. Ensures prompt responses to members via phone, email, or ticket requests while processing and tracking Homeowners Insurance, Real Estate Taxes, PMI, and Escrow Analysis. Quotes payoffs, processing payoff checks, opens and sorts mail, and other tasks associated with the servicing of a mortgage loan. Engages in problem resolution from start to finish by clarifying the request, determining the cause and following up to ensure there is a resolution.

Assists members and team3 with routine questions and problems regarding mortgage loans, escrow, homeowners Insurance, taxes, payments, and other similar transactions. Reviews suspect reports, and assembles necessary documents for Audits and requests as needed. Utilizes positive interactions and negotiation skills to obtain and evaluate relevant information to determine the inefficiency and identify possible solutions. Provides recommendations to management for process improvements, gaining efficiencies, and areas of concern.

Maintains consistent communication with management regarding all potential problems, irregularities, new developments, changes and other relevant information. Collaborates with other department personnel and other resource centers, keeping a professional and courteous attitude with each encounter. Builds rapport by establishing trusting relationships with members and providing consistent high-quality service. Adheres to all federal, state and credit union regulations and policies.

• Working knowledge of laws and regulations regarding mortgages
• Strong interpersonal and communication skills
• Ability to adapt communication style, content, and format for varying circumstances and audiences of all levels and functional areas.
• Ability to be responsive and persuasive at all levels of the organization.
• Willingness and ability to learn on the job.
• Ability to identify and coordinate the resolution of problems and inaccuracies.
• Ability to analyze work flow and develop procedural modifications
• Exceptional attention to detail
• Excellent problem solving and organizational skills
• Adheres to all federal, state and credit union regulations and policies.

Normal

• High School diploma or equivalent
• College degree or equivalent experience, preferred
• Mortgage Servicing experience, preferred

• Commitment - Be all in.
• Consistency - Be all in EVERY DAY.
• Innovation - Think (UYH) and ASK WHY.
• Integrity - Do the RIGHT thing, not the easy or quick thing.
• Quality - Do an OUTSTANDING job, don't run out of GAS.
• Trust - Hold trust and be trustworthy.
• Value - Make members lives better, easier, safer; help them fulfill dreams; help them to do what they don't know how to or think isn't possible even if it's not here (see integrity above); make them wiser; help them build wealth (beyond saving $$)