Mortgage Service Coordinator

Blackhawk Community Credit Union•Janesville, WI

About The Position

The Mortgage Service Coordinator plays a crucial role in the credit union’s mortgage servicing department, responsible for processing mortgage transactions with accuracy and efficiency. This position involves responding to member inquiries regarding mortgage services, ensuring high level of member satisfaction, and providing assistance with discrepancies and necessary corrections. The coordinator will collaborate closely with the mortgage servicing manager and the mortgage servicing analyst to evaluate departmental goals, identify areas for improvement, and implement cost effective solutions. Additionally, the role includes managing the construction loan process, handling insurance claims, and maintaining up-to-date knowledge of regulations. This position will contribute to the revision and enhancement of policies and procedures to optimize workflow and service delivery.

Requirements

Pass the pre-employment credit and background check.
Associate degree or an equivalent level of knowledge, skills, and abilities typically acquired through work experience.
Must be at least 18 years of age.
Three to five years of previous Teller, Member Advisor, or equivalent experience serving customers.
Mortgage Regulation Compliance Certification
Ability to multitask and prioritize.
Pass the pre-employment drug test and background check.
Experience with different types of mortgage loans, escrow, and ARM requirements.
Familiar with various online origination and mortgage system software.
Must possess strong interpersonal skills, a positive attitude, and a desire to help people.
Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support.
Must possess effective verbal and written communication skills.
Must have reliable attendance.
Previous experience recommending products and plans to improve a customer’s financial position.
Knowledge of banking and/or credit union regulations.
Must possess good judgment.
Must possess basic math skills.
Projects a professional image

Responsibilities

Deliver friendly, professional service that promotes financial well‑being.
Maintain a polished work environment and strong knowledge of BHCCU products and processes.
Proactively greet members and take ownership of their experience.
Identify member needs through effective questioning and active listening.
Recommend appropriate solutions or connect members to the right resource.
Process transactions accurately and follow up to ensure satisfaction.
Maintain comprehensive understanding of Fannie Mae requirements and BHCCU mortgage and consumer products.
Serve as the liaison between BHCCU, external institutions, vendors, and members for first‑mortgage and second‑lien servicing matters (billing, file maintenance, satisfactions, subordinations, discrepancies, and general inquiries).
Coordinate with Mortgage Processors, Accounting, Bookkeeping, and internal staff to resolve questions and discrepancies.
Service mortgage files post‑rescission, including HUD check processing, payoffs, loan transfers, payment setup, and secondary‑market preparation.
Review documents for completeness and required signatures.
Process mail, phone, and email servicing requests including verifications, payoffs, subordinations, and title policy confirmation.
Maintain organized file rooms and prepare annual storage boxes.
Assist in modernization by transitioning outdated, paper-based and physical file processes to streamlined digital workflows. Assist in bringing current technologies and electronic document systems to improve efficiency, accuracy, and accessibility across mortgage lending operations.
Assist Account Resolutions by providing documents, preparing files for legal review, and coordinating with attorneys and foreclosure departments.
Process construction draws, insurance claims, and related servicing transactions.
Support annual tax‑related processes including 1099/1098 forms, escrow analysis, PMI reviews, and surplus reconciliation.
Collaborate with mortgage servicing leadership to evaluate goals, identify cost‑saving opportunities, and improve workflow efficiency.
Recommend ACH/WIRE solutions to reduce manual check processes.
Assist with policy and procedure updates.
Process loans, insurance claims, forced place insurance, Fannie Mae submissions, vendor reports, ARMs, modifications, subordinations, T&I, partial releases, and statements.
Enter rate indexes, review ARM changes, and maintain ARM documentation.
Assist with Fannie Mae compliance and balancing activities.
Run daily, monthly, and year‑end servicing cycles including tax forms, escrow analysis, leadership reports, and secondary‑market reporting.
Generate and upload monthly statements, tax documents, and escrow analyses.
Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position.
Assist the mortgage servicing team in processing payments from in person deposits, exception reports, corrections/errors when made aware, ACH payments or any other online/automated avenues.
Assist members and employees with questions.
Assist Mortgage Processing with their duties as needed.
Follows Processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA) Anti-Money Laundering (AML), and Combating the Financing of Terrorism (CFT). Complete required, annual AML/CFT training to ensure you understand your responsibilities that apply to AML/CFT, including: 1. Prohibited Account Types 2. SARs (Suspicious Activity Report) 3. OFAC (Office of Foreign Assets Control) 4. Monetary Instruments 5. Record Retention
Provide support to Transformation with the objective to streamline processes.
Performs other duties as assigned.