Mortgage Servicing Specialist

A+ Federal Credit Union•Austin, TX

21h•Onsite

About The Position

The Mortgage Servicing Specialist is an on-site, non-exempt, full-time role that processes incoming mail and mortgage and home equity payments daily and serves as a primary point of contact for members with routine mortgage servicing inquiries. The position handles inbound calls and service requests concerning mortgage and home equity loans, providing timely, accurate, and courteous support throughout the life of the loan while following credit union policies, investor guidelines, and regulatory requirements. The role supports payment processing, escrow administration, documentation handling, routine reporting, and coordination with internal teams, including mortgage collections and default servicing. The specialist maintains operational accuracy, supports branch staff and internal teams, protects member confidentiality, and completes routine loan servicing decisions within established guidelines. Issues outside established procedures require supervisory approval.

Requirements

High school diploma or GED equivalent.
Two years of financial institution experience.
Working knowledge of mortgage lending practices, federal and state regulatory requirements, mortgage insurance, the secondary market, and compliance requirements.
Working knowledge of core processing systems and other systems used for mortgage loan processing.
Excellent organizational skills, including the ability to manage competing priorities and track deadlines.
Strong verbal and written communication skills for working with members and employees across a variety of platforms.
Strong analytical, research, and problem-resolution skills.
Ability to handle sensitive information with discretion, professionalism, and sound judgment.
Attention to detail to provide accurate, relevant, and timely information to internal and external partners.
Ability to work independently and as part of a team, and to adapt to change.
Intermediate-level knowledge of Microsoft Office applications.
Must be able to work at least 40 hours per week.
Must be able to reach, feel, bend, stoop, carry, finely manipulate, and key in data frequently.
Must be able to engage in problem-solving to identify and address potential issues.
Must be able to communicate extensively by telephone, email, and in person.
Mortgage-related positions require an additional background check at hire and annually thereafter to verify compliance with FNMA requirements, including checks against GSA, EPLS, HUD, LDP, FHFA, and SCP lists. Authorization of the annual check is required; a listing on a prohibition list may result in loss of eligibility to participate in mortgage origination or servicing and disciplinary action, up to and including termination.

Nice To Haves

One year of mortgage servicing experience.

Responsibilities

Collect, sort, and process incoming mail from branches and external sources daily, and post mortgage and home equity loan payments to the applicable accounts.
Research and resolve payment issues, including misapplied payments, reversals, suspense items, and payment corrections; escalate complex issues as appropriate.
Serve as a primary contact for routine member mortgage servicing inquiries and provide accurate, courteous, and timely assistance.
Answer incoming calls and respond to mortgage servicing requests within established service-level timeframes.
Receive, review, and process mortgage servicing correspondence and documentation, ensuring timely handling and proper documentation.
Generate and update routine mortgage servicing reports and ensure their accuracy and completeness.
Answer basic mortgage servicing and payment questions from branch staff and internal teams.
Assist with annual escrow analyses, including reviewing account balances, generating notices, and preparing supporting documentation under supervision.
Support timely and accurate payment of escrowed property taxes and insurance premiums.
Refer delinquent accounts or servicing issues to mortgage collections and default servicing teams according to established procedures.
Support closing and funding functions through document imaging, record retention, and post-closing file maintenance.
Maintain working knowledge of mortgage servicing, escrow administration, investor standards, and applicable regulations; participate in required training and continuing education.
Complete required annual compliance training and schedule and conduct monthly individual dialogs with the direct manager.
Participate in credit union-sponsored activities and community or educational events to increase credit union awareness.
Maintain member confidentiality and comply with privacy, data security, and information protection requirements.
Perform other related duties as assigned.