Mortgage Servicing Specialist

The Mortgage Servicing Specialist is an on‑site role that processes mail and mortgage and home equity payments daily while serving as a primary point of contact for members regarding routine mortgage servicing inquiries, providing timely, accurate, and courteous support throughout the life of the loan. This role is responsible for handling inbound calls and service requests related to mortgage and home equity loans and general servicing needs, while ensuring compliance with credit union policies, investor guidelines, and regulatory requirements.

The position supports escrow administration, payment processing, documentation handling, and coordination with internal teams, including mortgage collections and default servicing, to deliver a consistent member service experience while maintaining operational accuracy.

• Collect, sort and process all incoming mail daily from branches and external sources, and post all mortgage and home equity loan payments to the applicable accounts in accordance with mortgage servicing procedures.
• Assist with researching and resolving loan payment issues, including misapplied payments, reversals, suspense items, and payment corrections, escalating more complex issues as appropriate.
• Serve as a primary point of contact for members regarding routine mortgage servicing inquiries, providing accurate, courteous, and timely assistance in accordance with credit union policies and investor servicing requirements.
• Answer incoming phone calls and respond to mortgage servicing-related service requests or contact events accurately and within established service level time frames.
• Receive, review, and process incoming mortgage servicing correspondence and documentation from members, branches, and external sources, ensuring timely handling and proper documentation.
• Generate and update routine mortgage servicing reports, ensuring accuracy and completeness of information.
• Provide support and guidance to branch staff and internal teams by answering basic mortgage servicing and mortgage payment related questions.

Job Type: Full-time/ On-site

Exemption Type:
Non- exempt

Wage Amount: $20.99 per hour minimum

The Mortgage Servicing Specialist is an on‑site role that processes mail and mortgage and home equity payments daily while serving as a primary point of contact for members regarding routine mortgage servicing inquiries, providing timely, accurate, and courteous support throughout the life of the loan. This role is responsible for handling inbound calls and service requests related to mortgage and home equity loans and general servicing needs, while ensuring compliance with credit union policies, investor guidelines, and regulatory requirements.

The position supports escrow administration, payment processing, documentation handling, and coordination with internal teams, including mortgage collections and default servicing, to deliver a consistent member service experience while maintaining operational accuracy.

• Collect, sort and process all incoming mail daily from branches and external sources, and post all mortgage and home equity loan payments to the applicable accounts in accordance with mortgage servicing procedures.
• Assist with researching and resolving loan payment issues, including misapplied payments, reversals, suspense items, and payment corrections, escalating more complex issues as appropriate.
• Serve as a primary point of contact for members regarding routine mortgage servicing inquiries, providing accurate, courteous, and timely assistance in accordance with credit union policies and investor servicing requirements.
• Answer incoming phone calls and respond to mortgage servicing-related service requests or contact events…