Mortgage Servicing Specialist

Sep. 09, 2016 - Dec. 31, 2019
Location:Boulder , CO
Salary Range:15.50-17.70
Type:Full Time
Department:Elevations Credit Union
Do you enjoy alleviating customer concerns? Do you love providing solutions for people that turn around their day? If so, the Mortgage Servicing position may be the perfect position for you!


Responsible for facilitating member concerns and/or questions regarding the servicing of their mortgage loan. Provides centralized member service by conducting research regarding insurance check payments, regular payments, forced placed insurance, PMI, or any related mortgage servicing function. Serves as the credit union’s first point of contact to the mortgage sub-servicing company for research, corrections and escalations.

Major Duties and Responsibilities:
•Provides centralized member service to the credit union branches by answering questions from branch employees and other team members who call into Mortgage Servicing.
•Serves as a resource to both internal and external members by responding to servicing questions and conducting research regarding escrow analysis, removals/additions; insurance check (loss draft) payments/claims; payoffs; forced placed insurance; PMI; and employee discount notifications.
•Serves as the credit union’s first point of contact to the mortgage sub-servicing partner for mortgage servicing escalations.
•Process all paid in full first mortgage loans for purposes of lien releases and submitting paid documentation to members.
•Responsible to obtain, monitor and review all necessary daily reports to ensure information is accurately reflected on member’s accounts. Includes data gathering and metrics tracking for mortgage servicing activities; responsible for reviewing information for trends, documenting and suggesting areas of improvement.
•Ensures account accuracy, proper storage of member information and adheres to privacy standards as well as other regulatory requirements.
•Performs daily account maintenance and transactions as it pertains to mortgage servicing.
•Manages, completes and finalizes all service requests as it relates to mortgage servicing.
•Performs other duties as assigned.

1.Courtesy, tact, and diplomacy are essential elements of the job. Candidate must have an ability to foster positive work relationships with people both inside and outside the organization.
2.Detail-oriented. Ability to multi-task and work independently to solve problems. Assist with a wide range of requests from several managers, loan officers or loan assistants. Excellent organizational, communication, and composition skills.
3.Basic knowledge of Fannie Mae & Freddie Mac guidelines, as well as mortgage regulations and compliance. Mortgage certification required.
4.Remains flexible and supportive as department needs arise. Treats all employees of the Credit Union with respect, courtesy and an open mind.
5.Understands procedures, process and regulations within the department.
6.Processes all transactions timely and accurately.
7.Continually work to become more proficient and knowledgeable in major areas of mortgage servicing along with continually looking for efficiencies to help streamline processes and support for credit union business units and the department.


High school diploma or equivalent, some college preferred

Knowledge and Experience:

Internal Applicants (existing ECU employees) - no previous mortgage experience required

External Applications - Minimum two years 1st mortgage experience in conventional, FHA or VA

Interpersonal Skills: Excellent verbal and written communication skills are essential for this position. A significant level of trust and diplomacy are required. Ability to handle extensive personal contact with others which may be of a sensitive nature. Ability to motivate others and make decisions with minimal support. Must be self-motivated and detail orientated.

Other Skills: Data entry, ten key by touch, Word, Excel, Internet.

This Job Description is not a complete statement of all duties and responsibilities of this position and may change with or without notice.

Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such report will be not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.

We are proud to be an EEO/AA employer M/F/D/V.

Elevations provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

•Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
•Please view Equal Employment Opportunity Posters provided by OFCCP here.
•The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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