Mortgage Loan Service Representative
The Mortgage Loan Services Representative provides entry-level support for mortgage servicing operations. This position performs routine servicing tasks, maintains accurate documentation and tracking, and assists members and internal staff with basic inquiries. The Representative develops foundational knowledge of mortgage terminology, servicing processes, escrow components, and the mortgage lifecycle while supporting department workflow and data integrity.
Duties and Responsibilities (Essential Functions):
- Mortgage Servicing Operations & Support
- Perform basic mortgage servicing functions, including payment posting, escrow support, loan maintenance, and quality control reviews.
- Assist with processing mortgage and home equity releases in accordance with established procedures.
- Support servicing-related inquiries from internal staff, providing information or escalating issues as appropriate.
- Develop and maintain knowledge of the mortgage lifecycle and related consumer lending concepts.
- Documentation, Data Integrity & Tracking
- Track and verify mortgage insurance and tax information for first mortgages and home equity loans.
- Maintain accurate documentation within servicing systems and imaging platforms.
- Conduct reviews of loan documentation to ensure completeness and accuracy.
- Support data integrity efforts through accurate recordkeeping and file maintenance.
- Member & Staff Support
- Respond to member and staff inquiries regarding mortgage servicing, escrow fundamentals, and account information.
- Assist branches and departments in researching and resolving errors, discrepancies, and servicing issues.
- Participate in departmental projects, data entry activities, and report preparation as assigned.
- Provide support to senior team members during procedural, system, or regulatory updates.
- Professional Development
- Take ownership of personal development through ongoing training, seeking feedback, and building knowledge and skills relevant to the role, department, compliance, and organizational mission.
Additional Requirements:
- Ability to learn and apply mortgage servicing terminology, systems, and procedures.
- Strong attention to detail and accuracy in data entry, documentation, and record maintenance.
- Ability to manage multiple tasks in a fast-paced environment with frequent interruptions.
- Willingness to ask questions, seek clarification, and continuously learn.
- Ability to follow established procedures and appropriately escalate issues when necessary.
- Strong customer service skills with the ability to communicate clearly and professionally with members, staff, vendors, and internal partners.
- Ability to maintain confidentiality and adhere to security and privacy standards.
- Genuine interest in developing mortgage industry knowledge and technical servicing skills.
- Proficiency with Microsoft Office Suite and the ability to learn new technology platforms.
- Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors, and company contacts.
- Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership.
Qualifications
Education
Required: High School Diploma or Equivalent or better.
Experience
Required: Less than 2 years: One year financial services industry.
Preferred: Less than 2 years: Trained in Lending
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
