Mortgage Support Specialist

Publix Employees Federal Credit Union • Lakeland, FL

2d

About The Position

The Mortgage Support Specialist (MSS) provides comprehensive administrative, operational, and member facing support to the mortgage lending team. The MSS ensures efficient loan processing, accurate documentation, compliance with regulatory requirements, and exceptional member service.

Requirements

• High School Diploma or Equivalency
• NMLS license or ability to obtain
• At least 1+ years’ experience using a CRM system
• Detail oriented and technologically savvy
• Ability to work quickly and accurately
• Software proficiency with Microsoft Office Suite (Word, Excel, Outlook), Adobe Acrobat a must
• Excellent communication skills
• Strong organizational skills

Responsibilities

• Answers calls for the Mortgage Department, assess member's needs, and route to the appropriate associate or department.
• Monitor lobby tracker and escort members from the waiting area to the designated person or office.
• Respond to member questions regarding active loan applications, needs lists, rate inquiries, appraisal status, and other mortgage related topics.
• Assist members by phone and online with general inquiries and mortgage loan related tasks.
• Help member sign disclosures electronically and provide guidance on required documentation.
• Input memo notes in the Loan Origination System for all member interactions.
• Review mortgage applications and documentation for completeness and accuracy.
• Assist with ordering supporting documentation such as title work, appraisals, and verifications.
• Assist with follow up and tracking of outstanding documents and conditions.
• Prepare loan packages for processing and assist Mortgage Loan Advisors with file updates.
• Provide members with timely updates on file status throughout the process.
• Assist Mortgage Loan Advisors with preparation and distribution of Thank You cards and other marketing materials.
• Scan, rename, and upload mortgage loan documents using proper naming conventions.
• Verify document accuracy and resolve discrepancies before uploading to the database.
• Maintain organized and timely document imaging for all mortgage files.
• Support the mortgage subservicer in collaboration with the Lending Operations team to ensure accurate servicing setup and timely resolution of post-closing items.
• Assist with communication and coordination between internal teams and the subservicer for loan boarding, payment inquiries, and servicing updates.
• Responsible for accurate and timely HMDA reporting and filing.
• Ensure compliance with federal, state, and credit union regulations throughout the mortgage process.
• Participate in and support special projects as assigned by management, including but not limited to process improvements, system updates, and member experience initiatives.

Benefits

• Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
• HUGE contributions toward dependent premiums!!
• Generous Paid Time Off program (4 weeks or more in your first year!!!)
• 11 paid holidays per year
• 401(k) retirement plan and profit sharing
• Pay for performance incentive programs
• Time off for giving back to your community!
• Tuition reimbursement

What This Job Offers

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