Mortgage Servicer I

Members First Credit Union•Midland, MI

2d•Hybrid

About The Position

Members First Credit Union is seeking a Mortgage Servicer I to support the day-to-day servicing of mortgage loan accounts from funding through payoff while delivering excellent service to our members. This position has a hybrid potential. We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities! Mortgage Servicer I Non-Exempt Reports to: Real Estate Lending Leader The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Requirements

Proficiency in mortgage servicing software, Microsoft office suite, and general computer skills
Familiarity with mortgage servicing regulations, including RESPA TILA, and knowledge of escrow accounts and payment processing
Strong communication skills, including active listening, clear and concise communication, and adaptability to various communication styles (both interpersonal and written), with ability to handle member inquiries with empathy and professionalism
High accuracy in data entry, record keeping, and document processing
Strong time management skills and the ability to prioritize tasks effectively in a fast-paced environment
Ability to identify analyze and resolve account discrepancies and borrower concerns efficiently
Minimum high school graduate or equivalent.
One to three years of experience in mortgage post-closing, processing, or a similar role.
Must have a working knowledge of mortgage loan processes and servicing regulations.
Familiarity with mortgage industry regulations, conventional loan guidelines.
Proficiency in mortgage software systems & MS Office Suite

Nice To Haves

Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1
Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Responsibilities

Support the day-to-day servicing of mortgage loan accounts from funding through payoff, ensuring accuracy and timeliness of all activities
Process and apply mortgage payments, including principal, interest, escrow, and fees, ensuring proper allocation and reconciliation
Serve as a primary point of contact for member inquiries related to loan balances, payment history, escrow accounts, and general servicing questions
Provide clear and accurate information to members regarding loan terms, payment options, and account activity to promote understanding and reduce confusion
Assist with escrow administration, including reviewing tax and insurance items, monitoring due dates, and supporting timely disbursements
Support the preparation and delivery of periodic mortgage statements, ensuring accuracy and timely distribution
Assist with annual tax reporting, including preparation and review support of IRS Form 1098 mortgage interest statements
Support escrow analysis processes, including data validation, reviewing escrow shortages/surpluses, and assisting with member communication
Deliver a high level of member service by responding to inquiries promptly, resolving routine issues, and escalating more complex concerns appropriately
Maintain compliance with applicable federal and state regulations (including RESPA and TILA), as well as internal policies and procedures
Support borrower assistance efforts by gathering information, answering general questions, and routing requests for hardship, modifications, or forbearance to appropriate team members
Monitor assigned servicing queues and complete daily tasks within established service level expectations
Accurately input, update, and maintain loan servicing data within servicing systems, including escrow information, insurance updates, and account status changes
Perform routine account maintenance, including payment corrections, address updates, insurance tracking updates, and general account adjustments
Review daily reports and system queues to identify required actions, exceptions, or discrepancies needing resolution or escalation
Assist with tracking and maintaining property insurance and tax records to ensure coverage remains active and compliant
Support payoff processing by providing accurate payoff information and assisting with follow-up tasks as directed
Maintain detailed and compliant records of all member interactions, transactions, and servicing activities for audit and regulatory purposes
Collaborate with internal departments (origination, processing, closing, contact center, and compliance) to ensure consistent and seamless member experience
Identify errors, inconsistencies, or process gaps and escalate to leadership or senior team members for resolution
Assist with preparation of servicing reports, audits, or reviews by gathering requested documentation and data
Assist in the preparation, review, and distribution of periodic mortgage statements in accordance with regulatory requirements
Support annual IRS Form 1098 reporting by validating data, researching discrepancies, and assisting with corrections as needed
Assist with escrow analysis by reviewing account data, identifying variances, and preparing information for adjustments and member notifications
Respond to member inquiries related to statements, tax reporting (1098), and escrow changes, escalating complex issues as needed
Stay informed on updates to servicing procedures, system changes, and regulatory requirements through training and ongoing development
Provide support for post-close and servicing-related tasks as needed to ensure operational continuity