Mortgage Member Services Specialist I

Navy Federal Credit Union•Winchester, VA

11h•$22 - $31•Onsite

About The Position

Processes and evaluates specialized mortgage account changes, including modifications and contractual adjustments such as annual or monthly rate changes. Answers mortgage-related inquiries about active loans from members and internal customers, and sets up and maintains records in the Mortgage Servicing Platform (MSP). Performs basic and routine tasks within a basic scope.

Requirements

NMLS certification is required.
Ability to work independently and in a team environment.
Ability to remain diplomatic and tactful when interacting with staff, management, vendors, and members.
Effective verbal and written communication skills.
Basic mathematical calculation skills and accuracy working with numbers.
Basic research, analysis, and problem-solving skills.
Basic ability to interpret and apply instructions.
Effective skills in word processing and spreadsheet software.
Basic ability to exercise initiative and good judgment in making sound decisions.
Effective organization, planning, and time-management skills to achieve goals and objectives.
Accuracy, attention to detail, and ability to meet deadlines.
Ability to examine and interpret information quickly and accurately.

Nice To Haves

Familiarity with Navy Federal mortgage products, services, programs, policies, and procedures.
Familiarity with mortgage lending requirements, regulations, procedures, and mortgage servicing policies and practices.
Familiarity with mortgage and equity payment and payoff functions and related servicing regulations.
Familiarity with Navy Federal financial and credit transaction processes and mortgage servicing systems.
Ability to analyze, comprehend, and explain complex mortgage loan accounts.
Exposure to automated lending systems.

Responsibilities

Set up and review scheduled drafting for loans on automatic payments, and implement or update automatic payment options for mortgage and equity loans.
Prepare, submit, enact, and review Streamlined Rate Reduction offers in partnership with the mortgage origination team.
Process online communication requests from Navy Federal employees to review and update member loans.
Review data reports for possible discrepancies in member information and correct records in MSP.
Verify accurate credit bureau reporting and reporting for equity loans with a freeze added or removed by Equity Lending in MSP.
Review discrepancies in 1098 reporting and make appropriate adjustments.
Review and process member requests for expedited equity loan checks.
Process, review, and verify Home Affordable Modification Alternative (HARMA) modifications at the direction of the mortgage originations team.
Review and maintain the drafting discount program, including timely removal of discounts when members delete or change drafting to a non-Navy Federal account.
Review, verify, and correct notifications to members about pending loan changes in accordance with timely notice requirements; generate documentation and enact and review 2/2 ARM rate modifications in accordance with original loan documents.
Review Budget Easy Pay accounts with funds in suspense and contact members to resolve issues; review reports of compromised automatic payment accounts and update them as needed.
Generate documentation, enact, and review conversions of equity lines of credit to fixed equity loans in accordance with original loan documents.
Process Home Equity Lines of Credit (HELOC) credit card order requests.
Review loan download errors identified by the Contact Center or Post Closing team when MSP does not match signed documentation on file.
Process loan assumptions based on documentation provided by the mortgage origination team.
Maintain indices that determine ARM and equity loan variable rates.
Assist the Mortgage Correspondence team by providing detailed information for responses to member letters and Navy Federal Online Account Access correspondence; monitor the fax database and distribute or respond appropriately to member faxes.
Discuss loan recasting options with members, prepare appropriate documentation, and ensure recasts are performed correctly.
Enter consumer and business loans into MSP systems when they have not downloaded through existing automated processes or when directed by Business Services.
Process collection and deferral modifications based on documentation from the Member Outreach area.
Partner with Mortgage Collections on loans where members have transferred title incorrectly.
Maintain NMLS certification.
Perform other duties as assigned.
Adhere to Navy Federal policies, procedures, and regulations pertaining to the Bank Secrecy Act.