Job Posting for Mortgage Servicing Representative at Arbor Financial Credit Union
Description
Job Title: Mortgage Servicing Representative
FLSA: Non-Exempt Function: Mortgage Servicing Reports To: Mortgage Servicing Manager
Purpose: Service member’s financial needs regarding the credit union’s mortgage loans. Educate members on credit union products and services. Provide members with an extraordinary experience in accordance with the credit union’s core values and service promise.
Responsibilities:
Answer all incoming phone calls related to current mortgages the Credit Union services
Perform escrow analysis, pay taxes, and homeowners’ insurance, as needed
Use due diligence in verifying the accuracy of all information provided by the member
Accurately maintain up-to-date member loan files, as necessary
Ensure proper document retention policies are followed
Prepare credit union files for offsite storage
Build rapport and use active listening skills to identify member’s needs while actively researching member’s accounts
Investigate and reconcile escalated member’s questions/concerns with regard to their disbursed loan products, recommend and direct members to the appropriate department or individual when the request is beyond established authority
Ensure the department is adequately equipped with all necessary supplies, forward materials to credit union branches as requested
Compliance with the Bank Secrecy Act, OFAC and USA PATRIOT Act including Customer Identification Program, customer due diligence, identifying high risk accounts, reporting suspicious activities to Manager or BSA Department
Maintain an up-to-date and comprehensive knowledge of the credit union’s products and services
Provide support to the mortgage area
Support the credit union’s focus on member service and sales
Promote and maintain a confidential environment to protect member, employee, and credit union information
Follow all credit union policies, procedures, and requirements in addition to all applicable state and federal laws and regulations
Create and promote a positive professional image of one’s self and the credit union
Exemplify the credit union’s core purpose and core values
Perform all other duties as assigned
Requirements
Education and Experience:
High school diploma, or equivalent, required; college degree preferred
Mortgage/mortgage processing experience desired
Financial services experience desired
Service/sales experience desired
Skills, Abilities, and other Requirements:
Strong computer and application skills
Verbal and written communication and grammar skills
Ability to be bonded required
Ability to successfully organize, prioritize, and manage multiple responsibilities
Ability to keep up with a busy workflow
Ability to sit for long periods of time
Ability to perform repetitive tasks
Team player with a positive attitude and flexibility
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