Mortgage Servicing Specialist

ORNL Federal Credit Union•Knoxville, TN

16h

About The Position

The Mortgage Servicing Specialist assists seven servicing partners with mortgage servicing activities, including escrow administration, adjustable-rate mortgage (ARM) servicing, private mortgage insurance (PMI) administration, loan maintenance, payoffs, lien releases, records retention, member resolution, HELOCs, and construction-to-permanent loans. The specialist supports a high-quality mortgage experience for servicing partners and their members through professional service and clear communication. The role manages escrow accounts and related payments, processes payoff requests and lien releases, responds to member and third-party inquiries, and handles more complex servicing calls through research and issue resolution. It also supports HELOC servicing and draw questions, ARM updates and exception reporting, borrower and contact-information maintenance, and construction-to-permanent loan questions and conversion requests. Additional duties may include servicing platform testing and validation and documenting processes.

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, 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 computer systems for mortgage servicing and reporting.
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 PMI.
Manage escrow-related activities, including escrow analyses, researching tax and insurance bills, maintaining PMI, paying interest on escrow accounts, generating mass escrow analyses, and processing requests to add or remove escrow and PMI waivers.
Process payoffs and payoff requests, prepare collateral lien releases, and ensure required materials and documentation are available to complete transactions.
Respond to payoff-related inquiries and customer service requests; research and resolve complex issues and communicate with internal and external partners as needed.
Handle daily inbound and outbound calls and maintain accurate account information for non-defaulted accounts.
Respond to inquiries by phone and email in a timely manner and provide service to 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 matters.
Support HELOC servicing, including explaining payment terms and payment or interest calculations, answering draw-request questions, discussing payment terms after the draw period, and handling payoff, paydown, and account research requests.
Perform ARM index and loan maintenance activities, including LIBOR updates and ARM exception reporting.
Process loan maintenance matters, including deceased-borrower and successor-in-interest processing and requests to update contact information.
Assist members with questions about construction-to-permanent loan products, process loan maintenance requests, and answer questions about post-construction conversion.
Perform other job-related duties as assigned, including servicing platform testing and validation and process documentation.