Mortgage Servicing Specialist

ORNL Federal Credit Union • Knoxville, TN

1d

About The Position

The Mortgage Servicing Specialist assists seven servicing partners with mortgage servicing functions, including escrow administration, ARM servicing, PMI administration, loan maintenance, payoffs, lien releases, records retention, member resolution, and HELOC and construction-to-permanent loans. The specialist provides professional service and clear communication to deliver a high-quality mortgage experience for servicing partners and their members.

The position manages escrow accounts and related payments, handles payoff and lien-release transactions, and responds to servicing inquiries by phone and email. It also supports HELOC and construction-to-permanent loan servicing, ARM and loan maintenance, complex account research, servicing-platform testing and validation, and process documentation.

Requirements

• At least 3 years of experience in mortgage servicing or a related field, such as consumer or commercial lending.
• High school diploma or GED.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Ability to communicate clearly and professionally, verbally and in writing.
• Strong presentation skills and ability to present to multiple levels inside and outside the organization.
• Excellent time-management skills and ability to work within deadlines.
• Strong organizational skills, attention to detail, and customer focus.
• Ability to learn and adapt to systems and system updates, implement changes, and troubleshoot.

Nice To Haves

• Experience working with mortgage servicing and reporting systems.
• Associate's degree in business or a related field, or an equivalent combination of work experience, training, education, or military experience.
• Experience with the ICE (Black Knight) MSP platform.

Responsibilities

• Maintain escrow accounts and process and remit funds for property taxes, hazard insurance, flood insurance, and private mortgage insurance.
• Perform escrow account management, including escrow analysis, research of tax and insurance bills, PMI maintenance, payment of interest on escrow accounts, mass escrow analysis, and requests to add or remove escrow or waive PMI.
• Process payoffs and payoff requests, prepare collateral lien releases, and ensure required materials and documentation are available to complete transactions.
• Respond to payoff inquiries and service requests, researching and resolving complex issues and communicating with internal and external partners as needed.
• Handle daily inbound and outbound calls and maintain accurate information on non-defaulted accounts.
• Respond to inquiries by phone and email in a timely manner, supporting clients, vendors, internal team members, members, and authorized third parties.
• Serve as a primary contact for members and authorized third parties on general servicing and escrow-related matters.
• Service HELOCs by discussing payment terms and payment or interest calculations, assisting with draw-request questions, explaining payment terms after the draw period, and handling payoff, paydown, and account-research requests.
• Perform ARM index and loan maintenance, including LIBOR updates and ARM exception reporting.
• Process deceased-borrower matters, including successor-in-interest processing, and update general contact information when requested.
• Assist members with construction-to-permanent loan questions, process loan-maintenance requests, and answer questions about post-construction conversion.
• Perform other job-related duties as assigned, including assisting with servicing-platform testing and validation and documenting processes.

What This Job Offers

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