Job Description

The Mortgage Loan Servicing Specialist II is responsible for handling various member and vendor requests, generating and mailing regulatory notices and disclosures, and being a resource for other servicing department teams while adhering to Fannie Mae, VA and FHA servicing guidelines, federal lending regulations, The Consumer Financial Protection Bureau requirements and Credit Union Policies and Procedures.

The Mortgage Loan Servicing Specialist III role is to provide member service to members with first mortgage active and paid in full loans with Ent Credit Union, serve as a team lead for servicing department employees, and a resource for other mortgage department teams. This position is responsible for assisting the Servicing Supervisor with assessing the department needs, training and coaching new employees, and researching, responding to, and completing member and vendor request's, in accordance with Federal National Mortgage Association (FNMA, aka 'Fannie Mae'), Federal Housing Administration (FHA) and Veterans Administration (VA) servicing guidelines, federal lending regulations, The Consumer Financial Protection Bureau (CFPB) requirements and Credit Union Policies and Procedures.

Essential Functions at the Mortgage Loan Servicing Specialist II Level:

• Complete and respond to member and vendor requests with varying degrees of complexity in accordance with Fannie Mae, VA and FHA servicing guidelines, federal lending regulations and The Consumer Financial Protection Bureau requirements.

• Repair Escrows – Review originating loan documentation such as appraisal, purchase contract and MPR to validate required repairs. Monitor and follow-up for completion and payment to contractor in compliance with Fannie Mae, VA and FHA servicing guidelines, federal lending regulations and The Consumer Financial Protection Bureau requirements.

• Serve as back-up to the member service phone and email queues.

Essential Functions at the Mortgage Loan Servicing Specialist III Level:

• Complete and respond to member and vendor requests with varying degrees of complexity in accordance with Fannie Mae, VA and FHA servicing guidelines, federal lending regulations and The Consumer Financial Protection Bureau requirements. Accept escalated complex issues from MLSS I/II levels for review and resolution or discussion with Supervisor and resolution.
• Act in Team Lead / Subject Matter expert capacity for MLSS / Escrow Specialists team. Assist team members with clarification of complex servicing issues as first line of escalation (if available) prior to escalating issues to a Supervisor. May recommend to Supervisor areas of needing training for department based on types of situations presented for clarification by staff.
• Repair Escrows - Review originating loan documentation such as appraisal, purchase contract and MPR to validate required repairs. Monitor and follow-up for completion and payment to contractor in compliance with Fannie Mae, VA and FHA servicing guidelines, federal lending regulations and The Consumer Financial Protection Bureau requirements.
• Serve as back-up to the member service phone and email queues.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications at the Mortgage Loan Servicing Specialist II Level:

• High School Diploma/G.E.D. or equivalent
• 2+ years' first mortgage lending or relevant lending experience sufficient to develop the technical and specialized knowledge and skills listed below:
• 1+ year(s) hazard/flood insurance and/or insurance claim experience.
• 6+ months cell center experience, preferred

Minimum Formal Qualifications at the Mortgage Loan Servicing Specialist III Level:

• High School Diploma/G.E.D. or equivalent
• 3+ years' first mortgage lending or relevant lending experience
• 1+ year(s) hazard/flood insurance and/or insurance claim experience
• 1+ years' in a team lead or leadership position, preferred
• 6+ months call center experience, preferred

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills at the Mortgage Loan Servicing Specialist II Level:

• Working knowledge of Mortgage Lending business terminology and process flow.
• Working knowledge of First Mortgage products.
• Working knowledge of investor selling and servicing guidelines.
• Working knowledge of lending regulations and Consumer Financial Protection Bureau requirements.
• Ability to read and understand documents such as purchase contracts and appraisals.
• Ability to effectively analyze issues and create positive outcomes for all interested parties within the required regulations.
• Ability to anticipate impact of actions and how to properly resolve additional issues.
• Ability to prioritize/manage workload and allocate resources.
• Organized, detail oriented, flexible and able to multi-task in an ever-changing environment.
• Display positive, professional demeanor and work independently with little supervision.
• Self-motivated.
• Initiative to meet and/or exceed job standards and willingness to take on other tasks that support the goals of the Credit Union.
• Effective verbal and written communication skills.
• Intermediate competency with Microsoft Word and Excel or similar programs.
• Analytical and mathematical skills.

Technical or Specialized Knowledge/Skills at the Mortgage Loan Servicing Specialist III Level:

• Comprehensive working knowledge of Mortgage Lending business terminology and process flow
• Comprehensive working knowledge of First Mortgage products
• Comprehensive working knowledge of investor selling and servicing guidelines
• Comprehensive working knowledge of lending regulations and Consumer Financial Protection Bureau requirements
• Ability to read and understand documents such as purchase contracts and appraisals
• Excellent ability to effectively analyze issues and create positive outcomes for all interested parties within the required regulations
• Ability to anticipate impact of actions and how to properly resolve additional issues
• Ability to prioritize/manage workload and allocate resources
• Organized, detail oriented, flexible and able to multi-task in an ever-changing environment
• Display positive, professional demeanor and work independently with little supervision
• Self-motivated
• Initiative to meet and/or exceed job standards and willingness to take on other tasks that support the goals of the Credit Union
• Effective verbal and written communication skills
• Advanced competency with Microsoft Word and Excel or similar programs
• Analytical and mathematical skills
• Possess leadership skills

Certifications Required:

• None

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The hourly ranges for the positions are:

Mortgage Loan Servicing Specialist II: $20.41 to $25.82 per hour (S12)

Mortgage Loan Servicing Specialist III: $22.02 to $28.90 per Hour (S13)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

We anticipate this position to close on 04/01/2024. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2024

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)