Job Description

The Home Loan Servicing Representative I provides exceptional support to members and internal teams in the servicing of mortgage and home equity loans through phone, email, and secure messaging. This role manages loan inquiries, escrow accounts, and general loan maintenance from origination through payoff and lien release, while ensuring compliance with all applicable laws, regulations, and credit union policies. This role also collaborates with third-party vendors to support loan servicing activities.

Core Job Requirements/Outcomes

• Deliver exceptional support to members and internal teams by professionally responding to a wide range of mortgage and home equity servicing requests, including payment maintenance, payoff quotes, payoff processing, lien releases, automatic payment setup and payment corrections.
• Mitigate loan loss risk and maintain collateral integrity by ensuring accurate title and Deed of Trust maintenance, coordinating timely lien releases, and ensuring proper insurance tracking through the upload of homeowners, flood, and condo insurance documentation to the tracking vendor.
• Support regulatory compliance and internal servicing standards by responding to member inquiries in accordance with the Fair Credit Reporting Act (FCRA), Consumer Financial Protection Bureau (CFPB) guidelines, and credit union policies and procedures, including performing maintenance that supports accurate credit reporting.
• Ensure accurate home loan servicing operations by completing quality control (QC) audits on newly funded loans, verifying loan setup accuracy, processing third-party disbursements, managing escrow-related tasks, and preparing and mailing insurance payments. Communicate findings and provide coaching to relevant team members and departments to prevent future errors.

Other Essential Functions

• Support Loan Servicing’s continuous improvement goals by actively participating in Leader Standard Work (LSW) activities to enhance operational efficiency, and by conducting experiments and tracking cycle timing as part of the kata process to drive incremental improvements. Proactively communicate challenges, obstacles, and ideas for improvement to department managers.
• Foster positive working relationships that contribute to a collaborative, respectful, and inclusive team environment, while consistently demonstrating our core values of joyfulness, generosity, belonging, goodness, and striving. Support team members by taking initiative to assist with task coverage during absences, or times of increased workload to help maintain service levels and team efficiency.
• Review departmental procedures and communicate any necessary updates, corrections, or improvement recommendations.
• Participate in monthly and quarterly check-in meetings, ensuring completion of approach and impact ratings as well as clear, timely updates on goal completion progress.
• Ensure the accuracy, regulatory compliance, and timely completion of assigned tasks in accordance with established service level agreements (SLAs), including adherence to departmental quality standards and performance metrics such as call answering and availability expectations.
• Process departmental reports and workflows to ensure the accuracy and integrity of loan records.
• Monitor incoming and outgoing mail and manage the team’s shared email inbox by reviewing and categorizing messages to support timely processing and task routing.
• Participate in job shadowing opportunities to enhance understanding of cross-functional roles, support team development, and identify potential areas for process improvement.
• Assist with departmental projects as needed.

Qualifications

Education: High School diploma or equivalent required.

Job Experience: Two years of experience in a member consultant/service role within a financial institution performing functions such as account maintenance, opening new member accounts, and advising on account types and products or at least one year of hands-on experience in home loan lending is required. Demonstrated proficiency in lending processes is required. Working knowledge of loan collateral and consumer protection laws, including FCRA, SCRA, and CFPB guidelines, is preferred.

Software Skills: Proficient knowledge of Microsoft Office programs including Outlook, Word, Excel and Teams. Experience with Finastra Phoenix is preferred.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Other: Perform additional duties as assigned for the efficient operation of the department and the organization. This includes the possibility of being assigned temporarily to other locations.

Additional Information

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