Mortgage Servicing Representative I (3328)

STATE DEPARTMENT FEDERAL CREDIT UNION•Alexandria, VA

12d•$23 - $28•Hybrid

About The Position

State Department Federal Credit Union is seeking a Mortgage Servicing Representative I who will play a key part in supporting members throughout the life of their mortgage loan by providing exceptional service, maintaining accurate loan records, resolving account inquiries, and ensuring compliance with applicable federal, state, investor, and Credit Union requirements. You will help members navigate mortgage servicing needs, administer escrow accounts, respond to questions with professionalism and care, and ensure important loan transactions are completed accurately and efficiently.

Requirements

College degree preferred or an equivalent combination of education and relevant experience.
Minimum of three years of experience in a credit union or banking environment; direct mortgage servicing experience is required.
Minimum of two to three years of experience handling a high volume of member or customer telephone calls.
Working knowledge of mortgage payment processing, escrow administration, payoff and lien-release processing, account reconciliation, and servicing research.
Familiarity with CFPB mortgage servicing requirements, RESPA, TILA, and investor or agency requirements, including Fannie Mae, Freddie Mac, FHA, and VA.
Ability to research servicing issues, interpret mortgage and loan documents, identify discrepancies, and recommend appropriate solutions.
Excellent verbal and written communication, organization, time management, and member service skills.
Strong attention to detail, sound judgment, and the ability to manage multiple priorities while meeting established deadlines.

Nice To Haves

Experience with FICS mortgage servicing and Jack Henry loan servicing platforms is preferred.
Experience with comparable servicing systems, such as MSP, Fiserv, or Black Knight, will also be considered.

Responsibilities

Perform daily mortgage servicing functions within the loan servicing platform, including loan boarding and account maintenance, payment processing and application, transaction corrections, fee assessment, and validation of loan terms, balances, and status.
Administer mortgage escrow accounts, including real estate tax and insurance disbursements, escrow account reviews, shortage and surplus processing, annual escrow analyses, and required member communications.
Respond to member inquiries by telephone, email, and written correspondence regarding mortgage payments, statements, escrow activity, payment history, late charges, year-end tax information, payoff requests, and other servicing matters. Research issues and provide clear, timely resolutions.
Generate and review mortgage payoff statements; process paid-in-full loans; coordinate lien releases, satisfactions, and related documentation; and ensure loans are closed accurately and within required timeframes.
Maintain accurate mortgage loan data and documentation, including payment records, correspondence, insurance and tax information, adjustable-rate or payment changes, investor data, and servicing notes. Complete account reconciliations and research discrepancies.
Monitor mortgage accounts for returned payments, insurance or tax exceptions, and other servicing issues. Complete member outreach, document activity, escalate complex matters, and support all other mortgage servicing related activities as assigned.
Process and reconcile mortgage payments, including partial or unapplied funds, suspense transactions, reversals, payment corrections, and other exceptions in accordance with established procedures.
Prepare servicing reports, notices, statements, and correspondence; review system-generated output for accuracy; and assist with quality-control reviews, audits, investor reporting, and servicing platform updates or conversions.
Support GSE related mortgage servicing related activities including P&I and T&I monthly reconciliations and exception resolution.
Follow RESPA, TILA, CFPB mortgage servicing requirements, applicable state law, investor and agency guidelines, and Credit Union policies and procedures.
Protect member information and maintain complete servicing records.

Benefits

Competitive salaries
Exceptional health, dental, and vision insurance within the first 30 days of employment
Matched 401(K) plan with up to 4% SDFCU contribution
Diversity and Inclusion: Work in an environment that values and respects all team members
Paid Holidays: Enjoy 12 paid holidays a year, including your birthday
Flexible Work Options: Potential work-from-home options after the introductory period
Generous Paid Time Off: Ample vacation and personal days to maintain a healthy work-life balance
Tuition Reimbursement: Support for your ongoing education and career development
Parking Incentives: Financial incentives for your daily parking
Comprehensive Insurance: Access to excellent medical, dental, and vision insurance packages
Gym Reimbursement: Stay healthy with our gym membership reimbursement program
Team Bonding: Participate in company and team bonding events that foster a collaborative work environment