Mortgage Servicing Specialist

Job Description

Job Description

Are you passionate about exceptional member service and making a positive impact in your community? At Peninsula Federal Credit Union, we are more than just a financial institution - we are a team dedicated to living our mission: "To be the trusted financial partner within our communities." We invest in our employees through training, empowering them to help members with great products and services every day. If you are looking for a meaningful career where your work truly matters, we would love to meet you!

What We Offer:

• A positive, member-focused work environment
• Training and development opportunities
• Competitive compensation and benefits
• The chance to make a meaningful impact every day

What We Are Looking For:

• Effective communication and interpersonal skills
• A commitment to excellent member service
• A team-oriented mindset
• Previous customer service or financial experience is a plus

Summary

A Mortgage Service Specialist is responsible for providing exceptional member service to members with active and paid in full mortgage loans. They also handle member requests, generating and mailing regulatory notices and disclosures while adhering to federal lending regulations and all escrow maintenance. Verifying that non-escrowed accounts have appropriate insurance coverage and updated tax information.

Essential Functions and Responsibilities

• Reconcile escrow data and disburse checks for real estate and assessment taxes to municipalities prior to due dates.
• Reconcile escrow data and disburse payments to insurance payees prior to renewal dates.
• Communicate with members regarding insufficient escrow balances and work to prevent late-payment penalties.
• Research past-due, delinquent, and cancelled status reports from tax and insurance providers and take appropriate follow-up action.
• Compute and mail annual escrow analyses to members in accordance with regulatory requirements.
• Review escrow analyses with borrowers and respond to questions.
• Review insurance policies to verify required coverage is in place and align with credit union guidelines.
• Maintain current knowledge of regulations related to escrow servicing.
• Research member and internal inquiries and provide accurate resolutions in a timely manner.
• Ensure new loan data is entered accurately.
• Prepare mortgage payoff requests.
• Monitor reporting and complete mortgage discharges for paid-off loans within required timeframes.
• Assist members with payment reversals and other mortgage maintenance questions in person and by phone.
• Monitor closed loans and update purge dates as needed.
• Support the transition of paper mortgage files to the electronic imaging system.
• Assist the Solutions Department with information needed related to foreclosure properties.
• Working knowledge of mortgage escrow servicing, including taxes, insurance, and annual escrow analysis.
• Strong attention to detail and accuracy with financial data reconciliation.
• Ability to interpret and follow regulatory and internal policy requirements.
• Effective written and verbal communication skills, including member-facing conversations.
• Proficiency with office technology and loan servicing/imaging systems; ability to learn new software.
• Strong organization skills and ability to manage multiple deadlines.
• Perform other administrative duties as assigned, including typing, filing, data entry, and answering phones.

Knowledge and Skills

Experience - One year to three years of similar or related experience.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Must be accurate with numbers, managing files and records, and other loan office procedures and terminology. Ability to operate general office equipment, such as computers, calculators, copiers, scanners, and computer keyboarding skills. Has a general understanding of Credit Union operations. Maintains confidentiality related to Credit Union operations and work-related information. Must have good communication skills.

Physical Requirements - Sedentary work, must be able to sit for long periods of time in a day, possess hand, wrist, and finger dexterity to use keyboard, phone, and calculator in a repetitive manner, and the ability to view a computer monitor throughout your scheduled time.

Work environment Must be available to work from 7:30 a.m. to 7:30 p.m. Monday – Friday and Saturday. May be required to work at other branches and have the ability to travel to and from those branches.

**Peninsula Federal Credit Union is an Equal Opportunity Employer**