Mortgage Loan Servicing Representative

About the Role

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

• Onboards new first mortgages, sets up escrow accounts, and posts mortgage payments and payoffs.
• Processes annual escrow analyses, tracks recordation and lien releases, and maintains MERS system accuracy.
• Processes mortgage corrections, transfers, and supports credit bureau reporting and corrections.
• Adheres to Credit Union policies, procedures, and Bank Secrecy Act regulations.

Level I Duties

• Answers incoming telephone calls and responds to internal/external email communications.
• Onboards new first mortgages to FICS and ensures accurate/timely generation of periodic billing statements.
• Handles member inquiries about documents (Notes, Deeds of Trust, Title Policies).
• Completes Verification of Mortgage forms and processes payoff requests for all real estate loan types.
• Posts payments to all real estate loan types and mails Goodbye/Welcome letters.
• May cross-train in select duties of the Mortgage Loan Servicing Representative II position.

Level II Duties

• Sets up escrow accounts and tax service for new mortgages.
• Transfers mortgages to investors in MERS and tracks recordation/lien releases.
• Files mortgage documents and verifies accuracy of new mortgages.
• Handles research, corrections, and account transfers due to security breaches.
• Manages credit bureau reporting, disputes, and corrections under FCRA.
• Assists in preparing yearly 1098/1099 tax forms and performs servicing transfers.
• Reviews daily, weekly, and monthly reports.
• May cross-train in select duties of the Mortgage Servicing Representative III position.

Level III Duties

• Reviews/audits new escrow setups for accuracy and disburses tax/insurance payments.
• Contacts members regarding delinquent taxes or insurance cancellations.
• Force-places hazard/flood insurance and coordinates with management on delinquent taxes.
• Analyzes escrow accounts, processes final disbursements, and prepares annual escrow statements.
• Reviews requests for escrow waivers and private mortgage insurance waivers.
• Coordinates mortgage hazard/flood insurance claims and files blanket coverage claims for HELOCs.
• Processes/verifies rate adjustments for ARMs, commercial loans, and HELOCs.
• Handles loan modifications, partial releases, and reviews year-end tax statements.
• Completes MERS audits and tracks Correspondent Loan transfers.
• Services mortgages under the Servicemember’s Civil Relief Act (SCRA).

Requirements

• Level I: High school diploma or GED with one year of relevant experience/training.
• Level II: High school diploma or GED with 2–4 years of relevant experience.
• Level III: Bachelor’s degree in a relevant field preferred with 3–6 years of relevant experience.
• Strong knowledge of mortgage systems, procedures, and regulatory policies.

Benefits

• Insurance: Coverage begins the 1st of the month following 30 days after hire.
  • Health Insurance: Choice of two nationwide PPO plans (HSA/FSA compatible).
  • Dental/Vision Insurance: Generous employer contribution (HSA/FSA compatible).
  • Long-term Disability, Life Insurance/AD&D (100% employer-paid).
  • Voluntary Supplemental Life and Short-term Disability Insurance.
  • Identity Theft Protection (additional premiums for family members).
  • Pet Insurance.
• Retirement:
  • 401(k) with 6% employer match and immediate 100% vesting.
  • Gain Sharing Bonus (eligibility rules apply).
• Leave:
  • Vacation Leave, Sick and Safe Leave, 11 Paid Holidays.
• Additional Perks:
  • Flexible Spending Accounts (Medical/Dependent Care) and HSA.
  • Education Assistance and Employee Referral Bonus.
  • Credit Union Membership eligibility.
  • Employee Assistance Program and Discount Program.
  • Remote/Hybrid work options (position-dependent).

Pay

Salary: $47,500 – $75,625 annually.