Mortgage Loan Servicing Representative (Remote-Hybrid)
NASA Federal Credit Union is in search of a Mortgage Loan Servicing Representative responsible for delivering exceptional customer service via telephone, mail, and email while assisting members with NASA FCU lending products and services. The Mortgage Loan Servicing Representative will maintain accurate data in our loan servicing systems for mortgage loans as well as acting as a member and branch liaison for all mortgage loan transaction-related questions. This position will onboard new first mortgages, set up escrow accounts for new mortgages, post payments and payoffs to mortgages, and process annual escrow analysis. It will also respond to internal and external email communications and track recordation and process lien releases for first mortgages and home equity Deeds of Trust. The Mortgage Loan Servicing Representative will be responsible for auditing/maintaining MERS system and processing mortgage corrections, transfers due to security breach or removal of member from account, as well as credit bureau reporting and corrections.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following with other duties may be assigned.
Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Level I:
- Address member correspondence via inbound/outbound phone calls and email
- Ensures accurate and timely generation of periodic billing statements
- Onboards new first mortgages to FICS
- Handles all internal/external member inquiries pertaining to documents (Notes, Deeds of Trust, Title Policies)
- Completes Verification of Mortgage forms
- Processes payoff requests and transactions for all real estate loan types
- Posts payments to all real estate loan types
- Responsible for mailing Goodbye (Retail Sold) and Welcome letters (Correspondent)
- May be cross trained in select duties of the Mortgage Loan Servicing Representative II position
Level II: (In addition to the requirements of Level I)
- Sets up escrow accounts for new mortgages
- Performs servicing transfers for loans sold to new investors
- Responsible for transferring mortgages to investors in MERS in a timely manner
- Tracks recordation and processes lien releases on first mortgage and home equity Deeds of Trust
- Files all mortgage documents within the vault and tracks outgoing original documents
- Verifies accuracy of 10% of new mortgages and critical fields
- Responsible for research and corrections to mortgages
- Responsible for mortgage account transfers due to security breach or removal of member from account
- Has a thorough knowledge of FCRA; responsible for credit bureau reporting, disputes, and corrections
- Assists in the preparation of yearly 1098 and 1099 tax forms
- Reviews daily, weekly, and monthly reports
- May also be responsible for all or part of the duties of the Mortgage Loan Servicing Representative I position
- May be cross trained in select duties of the Mortgage Servicing Representative III position
Level III: (In addition to the requirements of Level I & II)
- Reviews and audits new escrow setups for accuracy
- Disburses payment of taxes, insurance, and private mortgage insurance
- Contacts member regarding delinquent taxes and cancellation of insurance
- Responsible for the force placement of hazard and flood insurance as needed
- Coordinates with Management to pay delinquent taxes to prevent tax sale; redeems collateral from tax sale
- Analyzes, prepares, and mails annual escrow analysis statements
- Processes final escrow disbursements
- Reviews member requests for waiver of existing escrow accounts
- Reviews member requests for waiver of private mortgage insurance
- Coordinates mortgage hazard and flood insurance claims
- Files blanket coverage claims for home equity lines/loans
- Processes and verifies all rate adjustments on Adjustable Rate Mortgages and Commercial Loans
- Responsible for verifying monthly and quarterly rate adjustments on Home Equity Lines of Credit
- Responsible for loan modifications/partial releases on all real estate loan types
- Responsible for reviewing and processing year-end tax statements
- Completes MERS audits, tracks receipt of transfers on Correspondent Loans
- Responsible for servicing mortgages under the Servicemember’s Civil Relief Act (SCRA)
- May also be responsible for all or part of the duties of the Mortgage Loan Servicing Representative I and II positions
Education and Experience: Level I:
- A high school diploma or general education degree (GED) and one-year relevant experience and/or training required
- Excellent communication skills – written, oral, and listening
- Ability to work independently, as well as collaboratively
- Acute sense of urgency, with strong time management skills – meeting critical deadlines/goals with accurate work
- Ability to prioritize and multi-task
- Must be proficient in Microsoft Suite
Level II: (In addition to the requirements of Level I)
- A high school diploma or general education degree (GED) and two to four years relevant experience required
Level III: (In addition to the requirements of Level I & II)
- Bachelor’s Degree in relevant field preferred and three to six years relevant experience required
- Strong knowledge of mortgage systems, mortgage procedures, credit union and governmental agency regulations and policies.
Our generous benefit package includes:
- $45,000 - $65,520 / Annually (based on experience and level)
- 401(k) match to 6% of earnings – immediate enrollment and 100% vesting
- Choice of two health plans
- Dental
- Vision
- Life Insurance – no cost
- Long-term Disability Insurance – no cost
- Employee Assistance Program – no cost
- Paid vacation
- Paid sick time
- 11 Paid holidays
- Profit Sharing eligible
- Pet Insurance
- Identity Theft Protection
- Remote-Hybrid (will require onsite presence)
Position is overtime eligible. Posted 1/24/25.
