Mortgage Servicing Specialist I

Lake Michigan Credit Union • Grand Rapids, MI

4d • Onsite

About The Position

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

The specialist handles member questions and requests involving mortgage payments, online banking mortgage portal technical support, payment posting, escrow analysis, account research, member information updates, payoffs, curtailments, routine letters, monthly billing statements, and appropriate task setting. The role may also assist with mortgage servicing inbox tasks, audit document preparation, and system testing. Employees are expected to comply with applicable laws, regulations, guidance, credit union policies and procedures, and required training deadlines.

The position is full-time and fully onsite in Grand Rapids, Michigan. LMCU describes its workplace as people-first and offers employee benefits that vary by employment status.

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.
• Analytical problem-solving skills.
• Ability to work independently or as part of a team.
• Self-motivation, effective time management, and strong personal organization.
• Knowledge or experience with Mortgage Servicing System (MSP Black Knight), a core banking system, and Microsoft Office.

Nice To Haves

• Some higher education is preferred.

Responsibilities

• Answer telephone inquiries from members regarding mortgage servicing functions.
• Assist with payments, mortgage portal technical support, payment posting questions, escrow analysis questions, task setting, and member information updates.
• Process payoffs and curtailments, prepare routine letters, provide monthly billing statements, and conduct account research.
• Communicate with members, internal staff, and outside vendors while following LMCU’s PRIDE Culture and Five Star Service Promise.
• Contribute to team success, participate in I AM LMCU, and demonstrate the credit union’s core values.
• Perform additional duties assigned by a supervisor, including mortgage servicing inbox tasks, audit document preparation, and system testing.
• Comply with applicable federal and state laws, regulations, and guidance, credit union policies and procedures, and required training deadlines.

Benefits

• Weekly pay for all employees.
• Retirement savings options for all employees.
• Comprehensive medical coverage, including prescription coverage, for full-time employees.
• Dental insurance for full-time employees.
• Vision insurance for full-time employees.
• HSA match for full-time employees.
• Paid parental leave for full-time employees.
• Tuition reimbursement for full-time employees.

What This Job Offers

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