Escrow Member Service Specialist; HYBRID​/REMOTE

Escrow Member Service Specialist Job Details

Job Location: Grand Rapids, MI
Remote Type: Hybrid or Remote
Position Type: Full Time

Member First Mortgage is seeking a detail-oriented, organized, and customer-service-driven Escrow Member Service Specialist to support our Escrow Department. This role provides skilled telephone and electronic support to borrowers regarding escrow accounts, taxes, insurance, and related mortgage servicing matters.

You will serve as a primary point of contact within the Escrow Call Queue, assisting members with escrow-related questions, resolving concerns, and ensuring a high level of service and accuracy. The ideal candidate has prior call center experience, a background in mortgage servicing, and thrives in a fast-paced environment while maintaining professionalism and attention to detail.

Founded on the credit union philosophy of “People Helping People,”
Member First Mortgage provides full-service mortgage solutions to over 200 credit unions nationwide. Our commitment to honesty, integrity, and exceptional service creates a supportive, collaborative, and rewarding workplace.

Benefits We

Offer:

• Generous and competitive healthcare packages
• Employer paid short-term and long-term disability
• Employer paid Life Insurance
• 100% Employer paid Vision
• 401K Plan with match
• 20 days PTO - no waiting periods!
• Fun, laid back, and collaborative team environment.

• Answer incoming calls and respond to member emails and voicemails within the Escrow Call Queue.
• Handle member questions related to escrow accounts, property taxes, hazard insurance, escrow analyses, shortages, and payment changes.
• Resolve member concerns in accordance with established department policies and procedures.
• Address complaints professionally and escalate complex issues as appropriate.
• Forward specialized escrow questions to the appropriate team member when necessary.
• Provide backup support to the Call Center and Escrow Specialists, including assisting with departmental projects.
• Maintain accurate documentation of all communications and actions in internal systems.
• Perform other related duties as assigned.

Experience:

• 1–3 years of experience preferred in a call center environment.
• Background in mortgage servicing required.
• Experience speaking with borrowers regarding escrow, taxes, insurance, and related mortgage servicing matters strongly preferred.

• High school diploma or GED required.
• Additional coursework or education in finance, business, or related field preferred.

• Strong customer service mindset with relationship-building skills.
• Knowledge of escrow processes, mortgage servicing terminology, property taxes, and insurance.
• Ability to listen carefully and communicate clearly and effectively, both verbally and in writing.
• Detail-oriented and highly organized.
• Strong time management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Ability to handle confidential information with discretion and professionalism.
• Diplomatic and tactful when handling sensitive or escalated situations.
• Proficiency with Microsoft Office and loan servicing systems preferred.

Physical Requirements
:
While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally lift and/or move up to 20 pounds. The employee is frequently required to spend extended hours in front of a computer screen, use hands and fingers, and speak and listen carefully on the telephone.

Work Environment
:
This position operates in an office or remote office setting. Hybrid or remote options may be available based on business needs. Candidates must be able to meet department scheduling and operational requirements.

If you are looking for a company that is dedicated to your success and is ethically motivated to provide exceptional member service, we encourage you to apply!