Member Mortgage Servicing Representative

Broadview Federal Credit Union•Albany, NY

12d

About The Position

The Member Mortgage Servicing Representative serves as a subject-matter expert on all mortgage-related member inquiries, providing specialized guidance and resolution on complex servicing issues. This role requires comprehensive knowledge of the full mortgage lifecycle, originations, escrow management, payment processing, regulatory requirements, and investor servicing guidelines, to independently research, analyze, and resolve issues that impact member satisfaction and loan integrity. The Representative functions as the primary resource for members and internal partners on matters that require judgment, accuracy, and a deep understanding of Broadview Federal Credit Union’s mortgage products, systems, and servicing standards. This position ensures the accuracy of loan data, compliance with servicing regulations, and timely execution of critical servicing activities, all of which contribute directly to operational soundness and an exceptional member experience.

Requirements

High School Diploma or General Equivalency Degree (G.E.D.)
A minimum of 1 year of experience in mortgage servicing.
Proficient with Microsoft Office products including Word and Excel
Detailed knowledge of all internal programs and applications i.e. E3, Fiserv DNA, etc.

Nice To Haves

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

Responsibilities

Process service requests, including but not limited to payoff letter requests, loan corrections, loan inquiries and loan payments.
Provide accurate payoff statements, including researching and applying the correct county and recapture fees for payoffs, as well as capturing correct payoff reasons to ensure the department remains in compliance with state and federal regulations for notifying borrowers of their escrow account responsibilities
Complete all requests in the prescribed time frame; if necessary forward to appropriate department/staff.
Respond to incoming calls from members and from within the organization.
Respond to incoming emails from members and from within the organization, managing multiple Outlook inboxes on a rotating schedule
Handle initial discussions on Release of Liability Assumption agreements and Community Heroes qualification requirements for incentives
Draft subordination agreements for lending, as needed
Discuss initial escrow analysis or ARM notice questions from members
Process incoming ACH forms, ensuring forms are filled out correctly per NACHA guidelines
Assist Cashiering with unapplied payment reports as needed, including contacting members regarding payment shortages due to escrow analysis and/or ARM changes
Complete end of day processing with Cashiering by scanning ONUS and Transit checks and balancing transactions for the entire department.
Review monthly Mortgage Billing Statements to ensure the data is accurate before the file is sent into production.
Review statement bounceback reports and reach out to Members as needed to correct their delivery information.
Review DIG report of address changes for member accounts in DNA with loans on MSP and updating as applicable.
Review Pending Maturity Report; sending letter when applicable
Determine why a Mortgage Billing Statement was returned updating address if necessary
Monitor escrow holdbacks ensuring checks are disbursed in a timely manner
Update policies and procedures as necessary
Perform other duties as may be assigned by supervisor
Assist Loan Boarding specialist as needed due to volume
Other duties as needed