Mortgage Servicing Specialist I

LMCU • Grand Rapids, MI

1d • Onsite

About The Position

Lake Michigan Credit Union is seeking a Mortgage Servicing Contact Center Specialist I to answer phone inquiries related to mortgage servicing. The role communicates with members, internal staff, and outside vendors while demonstrating the PRIDE Culture and Five Star Service Promise and complying with investor, federal, and state regulations.

The specialist handles servicing questions and transactions, supports members with mortgage portal and online banking technology, researches accounts, and completes related administrative work. The position also assists with mortgage servicing inbox tasks, audit document preparation, and system testing as assigned. Employees are expected to comply with applicable laws, regulations, guidance, credit union policies and procedures, and required training deadlines.

Requirements

• 1–2 years of combined experience in customer service, banking, and/or mortgage.
• High school diploma or GED.
• Excellent written and verbal communication skills.
• Customer service skills and analytical problem-solving skills.
• Ability to work independently or as part of a team.
• Self-motivated, effective time management, and strong personal organization.
• Knowledge or use of a mortgage servicing system (MSP Black Knight), a core banking system, and Microsoft Office.

Nice To Haves

• Some higher education.

Responsibilities

• Answer member phone inquiries about mortgage servicing, including payments, online banking mortgage portal support, payment posting, escrow analysis, account tasks and information updates.
• Process mortgage payoffs and curtailments, prepare routine letters, provide monthly billing statements, and conduct account research.
• Communicate with members, internal staff, and outside vendors.
• Demonstrate the credit union’s PRIDE Culture and Five Star Service Promise, contribute to team success, and participate in I AM LMCU.
• Assist with mortgage servicing inbox tasks, audit document preparation, and system testing as assigned.
• Comply with applicable federal and state laws, regulations and guidance, credit union policies and procedures, and complete required training by its due date.
• Perform other duties assigned by the supervisor.

Benefits

• Weekly pay.
• Retirement savings options.
• Comprehensive health coverage, including medical with prescription coverage, dental, and vision (full-time employees).
• HSA match (full-time employees).
• Paid parental leave (full-time employees).
• Tuition reimbursement (full-time employees).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED