Mortgage Servicing Representative

Job Description

Job Description

PRIMARY PURPOSE

Our culture is not just a poster in the hallway; it is a guiding principle we live by each and every day, one we carry forward even as our work changes around us. Non-stop change is part of our path, and we meet it by simplifying, not just doing more.

That means this role is expected to accept and adopt High Tech, High Touch practices using artificial intelligence and other digital tools to simplify outdated, low-value work so technology handles the routine, freeing us to stay present for what only a person can do: building relationships, solving complex problems, and responding with genuine care. Digital tools don’t replace those relationships; they remove the barriers that get in their way.

Central to this commitment is our cross-functional employee team, known as our "Culture Crew," dedicated to fostering community through engaging activities, reinforcing our cultural values, and ensuring their continuous integration into our daily operations. We define our culture according to our cultural pillars of:

• Membership Centric
• People Focused
• One Team
• Personal Achievement
• Innovation

JOB SUMMARY

This position provides maintenance and support on mortgage loans after origination. Responsibilities include working with mortgage origination and other departments, servicing-related vendors, and members to deliver a high level Truity member experience. Staff is responsible for securing the mortgage loan vault and monitoring the location of Investor and Portfolio loan files by means of a check out system. This position is also responsible for collecting on delinquent Credit Union mortgage accounts; for counseling members to avoid future delinquencies; and for minimizing losses to the Credit Union.

ESSENTIAL FUNCTIONS

May include any and/or all of the following:

1. Actively listen and respond to direct member (internal and external) inquiries, suggestions, requests, and concerns
2. Work with servicing-related vendors to address member issues and ensure members receive a high level Truity Member Experience
3. Process payoffs, lien releases and re-conveyances accurately and timely
4. Onboard new loan files completely, accurately, and timely
5. Monitor and follow-up on missing loan documents from closing to complete file
6. Complete FRMAC fundings accurately and timely
7. Support members to complete loan modifications, recasts, and assumptions
8. Review and process tax, insurance, and escrow updates/requests/reports completely, accurately, and timely
9. Support department in ensuring year end reports and data are accurately updated
10. Perform loan maintenance and process adjustments, disbursements and communicate accurately and timely with members
11. Review and mail monthly statements for TPO/PCU loans
12. Provide support for duties pertaining to the Mortgage Relocation Subsidy Program
13. Service the HELOC portfolio from start to finish of servicing
14. Prepare and electronically submit documents requested for post-closing PMI, Investor Quality Control and Internal Control Audits
15. Assist in training other servicing representatives to ensure proper coverage within the department
16. Assist with monitoring and reconciling issues in the Mortgage Servicing Clearing Account and other relevant GLs
17. Complete daily custodial deposits and entries
18. Evaluate delinquent mortgage accounts to determine and instigate the appropriate action, i.e. correspondence, phone call, letter, attorney involvement, referral to foreclosure and document all action.
19. Work with the Credit Union’s legal consultants to provide data and prepare necessary documents required for legal action against delinquent members.
20. Adhere to FHLMC guidelines and timeliness when addressing delinquency relating to sold mortgages.
21. Perform other duties and responsibilities as assigned

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

· Knowledge of:

• • • Modern office equipment
    • Credit Union products and services
    • Technology and various software programs
    • Microsoft Office applications including Word, Outlook, Excel
• Ability to:
  • • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
    • Complete a task independently or within a group setting
    • Organize and prioritize in order to meet deadlines
    • Write reports and correspondence and to speak effectively before members and employees.
    • Solve practical problems and deal with variables in situations
    • Maintain confidentiality and professionalism
• Skill in:
  • • Strong verbal and written communication
    • Interpersonal and human relations
    • Paying close attention to detail
    • Making effective and timely decisions
    • Typing and personal computer

QUALIFICATIONS
Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

High school diploma or equivalent; supplemented with a minimum of one year of mortgage related or similar customer service experience, including preparatory experience.

Any combination of education, training and experience which provides the required knowledge, skills and abilities to perform the essential functions of the job.

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality regarding non-public information about our members and the Credit Union. This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Equal Opportunity Employer/Veterans/Disabled

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact View phone number on ziprecruiter.com or View email address on ziprecruiter.com for assistance. You may also contact us at that same number and email, if you would like to see a copy of our Affirmative Action Plan.