Mortgage Servicing Associate II

Here's what you can expect from the job and what you need to be successful:

• Respond to member email inquiries with professionally written email responses and handle member inquiries by phone and through the online ticketing system, documenting member interactions in appropriate system(s)
• Respond and resolve more complex member inquiries in area(s) of specialty
• Monitor and execute on requests submitted by our internal partners via the Customer Relationship Management system
• Oversee and manage Home Equity Line of Credit (HELOC) maintenance
• Process mortgage and HELOC payments and payoffs
• Maintain monthly impound accounts
• Oversee and manage insurance loss process with some discretion on disbursement of funds
• Loan disbursement and onboarding
• Assist with real estate audits as required
• Identify gaps in current processes and procedures and report to leadership
• Participate in training and onboarding of Associates
• Ensure compliance with all federal and local rules, laws and regulations and credit union processes and procedures

• Minimum of 2 years' relative experience in financial and lending industry (i.e. mortgage lending, consumer lending, banking, collections, loan origination or servicing), mortgage experience preferred
• Ability to work autonomously, to manage time effectively and prioritize work appropriately to meet deadlines
• Ability to work in fast-paced environment and meet deadlines without sacrificing quality
• Demonstrated strong analytical and problem solving skills with excellent attention to detail
• Excellent listening skills with ability to ask probing questions to determine member needs and overcome objections
• Ability to communicate clearly (verbal and written) with all levels within organization
• Working knowledge of basic mortgage loan functionality with regard to payments, rate changes, billing, and payoffs
• Working knowledge of Microsoft Office Suite and Intermediate knowledge of Excel
• Minimum Education:High School Diploma
• Certification/License: Obtain and maintain Notary License upon request

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)