Mortgage Loan Servicing Representative
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Overview
Job Description
NASA Federal Credit Union is seeking a detail-oriented Mortgage Loan Servicing professional to deliver exceptional member service while supporting a wide range of mortgage servicing functions. This role assists members and internal partners through telephone, mail, and email communications, maintains accurate mortgage loan data, and serves as a liaison for transaction-related questions. Responsibilities include onboarding new first mortgages, setting up escrow accounts, posting mortgage payments and payoffs, processing annual escrow analyses, tracking recordation and lien releases, maintaining MERS system accuracy, processing mortgage corrections and transfers, and supporting credit bureau reporting and corrections.
Essential Duties and Responsibilities: Include the following with other duties as assigned.
- Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Level I:
- Answers incoming telephone calls
- Responds to internal and external email communications
- Onboards new first mortgages to FICS
- Ensures accurate and timely generation of periodic billing statements
- Handles all internal/external member inquiries pertaining to documents (Notes, Deeds of Trust, Title Policies)
- Completes Verification of Mortgage forms
- Processes payoff requests for all real estate loan types
- Processes all payoff transaction types (Retail Sold, Refinance, Retail and Correspondent, Home Equity and Commercial)
- 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
- May be in training to learn the job duties of the Mortgage Loan Servicing Representative II position
Level II:
- Sets up escrow accounts for new mortgages
- Responsible for setting up tax service for new mortgages
- 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
- Performs servicing transfers for loans sold to new investors
- 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
- May be in training to learn the job duties of the Mortgage Loan Servicing Representative III position
Level III:
- 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 escrow accounts
- Processes final escrow disbursements
- Prepares and mails annual escrow analysis statements
- Reviews member requests for waiver of existing escrow accounts
- Reviews member requests for waiver of private mortgage insurance
- Responsible for coordinating mortgage hazard and flood insurance claims
- Responsible for filing blanket coverage claims for home equity lines/loans
- Responsible for processing and verifying 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:
- A high school diploma or general education degree (GED) and one-year relevant experience and/or training required.
- A high school diploma or general education degree (GED) and two to four years relevant experience required.
- 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:
NASA Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more.
+ Insurance coverage begins the 1st day of the month, following 30 days after hire date.
*100% Credit Union-Paid
Full-Time Employee Benefits:
- Salary: $47,500 - $75,625 / Annually
- 401(k) with employer match up to 6% and immediate 100% vesting
- Gain Sharing Bonus (eligibility rules apply)*Health Insurance (Choice of two nationwide PPO plans)
- High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)+*
- Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible)+
- Dental Insurance: Generous employer contribution toward premium (HSA and FSA compatible)+
- Vision Insurance: Generous employer contribution toward premium (HSA and FSA compatible)+
- Long-term Disability Insurance+*
- Flexible Spending Medical Account (FSA)+
- Flexible Spending Dependent Care Account+
- Health Savings Account (HSA)+
- Voluntary Supplemental Employee and Dependent Life Insurance+
- Voluntary Short-term Disability Insurance+
- Remote or Remote / Hybrid work options based on position
- Life Insurance/AD&D+*
- Vacation Leave (excluding Outside Loan Officers)
- Sick and Safe Leave
- 11 Paid Holidays
- Education Assistance
- Employee Referral Bonus*
- Credit Union Membership Eligible
- Employee Assistance Program+*
- Identity Theft Protection (Additional premiums to add family members)+*
- Pet Insurance
- Employee Discount Program
- Remote or Remote / Hybrid work options based on position
All benefits are based on meeting NASA Federal Credit Union’s eligibility requirements and the carrier’s terms and conditions.
WE’RE STRONGER TOGETHER
At NASA Federal Credit Union, we strive to ensure a culture of collaboration, inclusion, and opportunity where everyone can feel valued, appreciated, and respected. We commit to recruit and retain a diverse team with the best talents to live our vision, mission, and values. We recognize that respecting different perspectives and experiences makes us stronger together.
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