Mortgage Loan Servicer and Quality Compliance

POSITION DESCRIPTION

Title: Mortgage Loan Servicer and Quality Compliance 1

Revised: 10/16/2025

Maintains and monitors portfolio mortgage loans from closing through the expiration of the regulatory retention period. Assists members daily with any questions or concerns with the servicing of their loans. Assists with Quality Control reviews.

Specialized or Technical Knowledge and

Skills:

The Mortgage Loan Servicer must possess the following knowledge and skills:

• Mathematics – Using mathematics to assist members or to solve problems.
• Active Listening – Giving full attention to what other people are saying, taking time to understand points made, asking questions as appropriate, and not interrupting at inappropriate times. The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Service Orientation – Actively looking for ways to help people.
• Social Perceptiveness – Being aware of others' reactions and understanding why they react as they do. The ability to tell when something is wrong or is likely to go wrong.
• Coordination – Adjusting actions in relation to others' actions.
• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
• Speaking – The ability to communicate information and ideas in speaking so others will understand.
• Near Vision – The ability to see details at close range (within a few feet of the observer).
• Computer – Ability to enter data using a computer.
• Time Management – Managing one's own time and the time of others.
• Deductive Reasoning – The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning – The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Must be bondable.

High School Diploma or the equivalent.

Degree from accredited university or college and/or previous mortgage experience desired.

Proficiency in both English and Spanish is preferred, but not required.

Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU's core values.

• Dependability – Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
• Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

The position requires a well‑rounded and level‑headed individual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position:

• Leadership – Leads through change and adversity, makes the tough call when needed, builds…