Mortgage Loan Service Representative

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.
• 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.
• Aid 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.

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.