Mortgage Servicer III

Job Type: Full-Time- Hybrid in Austin

Exemption Type: Non-Exempt

Wage Amount: $25.39 hourly Minimum

Primary Functions

The primary purpose of this position will be to provide exceptional service to internal and external members and to assist with maintaining the daily operations of the Mortgage Servicing team. Under general supervision and in accordance with established policies and procedures, this role will be responsible for ensuring that all serviced mortgage loans comply with legal requirements, lending regulations, internal policies and procedures and adhere to all servicing requirements.

Team Leadership and Development

• Support the daily operations of the Mortgage Servicing team, including scheduling, training, performance coaching, and providing recommendations for promotions or terminations to the supervisor.
• Serve as a Subject Matter Expert (SME) for all mortgage loan servicing functions, offering guidance and developmental support to team members.
• Conduct and document coaching sessions in collaboration with the mortgage servicing leadership to promote continuous performance improvement.
• Partner with mortgage servicing leadership to deliver training on servicing functions, quality control standards, product knowledge, lending guidelines, and regulatory compliance.

Operational Support

• Respond to inbound member and third-party calls regarding mortgage loan servicing inquiries, resolving complex member issues and escalations promptly and professionally with adherence to policy.
• Perform overrides and approvals within established guidelines, ensuring compliance with internal policies and procedures.
• Process and distribute all incoming mail from branches and external sources, ensuring timely handling and routing.
• Execute servicing functions including tax and insurance maintenance, payoff requests, lien releases, payment processing, account updates, and issue resolution.
• Manage internal posting of member payments and escrow account transactions with accuracy and efficiency.
• Assist in organizing internal and external member inquiries regarding mortgage servicing with a goal of streamlining request channels and enhancing the tracking/monitoring of service volumes and performance metrics.
• Assist in the development and maintenance of servicing procedures for multiple GSEs/investors, including FHLB, FNMA, FHLMC, GNMA, and FHA/VA/USDA programs.
• Collaborate with the mortgage servicing leadership team and Mortgage Quality Control Analyst to establish and implement quality control standards, policies, and procedures that meet internal and investor requirements.
• Provide assistance to the Collections team in servicing delinquent mortgage loans, including loan modifications, foreclosures, repossessions, Real Estate Owned (REO) properties, and asset disposition.
• Partner with cross-functional teams to enhance the overall member experience.

Project & Process Improvement Support

• Identify process improvement needs for Mortgage Servicing to streamline, automate, and enhance servicing workflows with a strong focus on improving member experience and operational efficiency.
• Participate in process improvement efforts focused on mortgage servicing with cross-functional teams throughout the organization.
• Collaborate with mortgage product owners and cross-organizational business units to execute strategies around GSE/investor programs, product and system enhancements, and digital mortgage servicing functionality.

Miscellaneous

• Assist with servicing functions for A+FCU employee loans.
• Assist with system administration duties, including adding and removing employees from third party websites and systems.
• Assist with funding as needed.
• Schedule and conduct individual dialogs with direct manager monthly.
• Participate in outside credit union sponsored activities and community/education events to increase credit union awareness.
• Attend all meetings and complete training classes as required.
• Maintain member confidentiality.
• Perform other duties as required or assigned.

Education and Experience

• High school diploma or GED equivalent required.
• Bachelor’s degree preferred.
• Three years mortgage servicing experience required.
• Three years home equity servicing experience preferred.
• One year supervisory experience preferred.

Knowledge, Skills & Abilities

• Strong knowledge of mortgage servicing, sub-servicing, escrow processing, taxes, and insurance.
• Strong knowledge of federal and state regulations including ECOA, Truth in Lending, FDCPA, SCRA, FCRA, RESPA, Fair Housing, HMDA, and Texas home equity laws.
• Working knowledge of secondary market, FHA/VA, FNMA, Freddie Mac, FHLB, and other GSE/investor products.
• Advanced knowledge of lending systems such as MeridianLink, Symitar/Quest, Q2, and DocuSign.
• Working knowledge of operational, internal and security controls applicable to mortgage servicing.
• Demonstrated team leadership and coaching abilities.
• Excellent written and verbal communication skills.
• Intermediate math/accounting skills, analytical and data entry skills.
• Strong organizational skills and attention to detail.
• Problem solving skills, including resolving escalations.
• Ability to work independently and as part of a team, with flexibility to adapt to change.
• Intermediate MS Office suite experience.

Certifications/Registrations

This position requires registration as a Mortgage Loan Originator (MLO) with the Nationwide Mortgage Licensing System (NMLS) and Registry on an annual basis in addition to maintaining updates as needed. Initial registration is required immediately upon hiring into this position. Failure to register or maintain a current registry, or any criminal activity that would bar continued participation as an MLO may result in disciplinary action, up to and including termination of employment.

Physical Functions

• Must have the ability/stamina to work at least 40 hours a week.
• Will frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data.
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field.
• Must be able to communicate heavily through telephone, e-mail and in-person communications.

Types of Decisions Requiring Supervisory Approval

• Situations outside of approval limits.
• Situations outside of A+FCU policies and procedures.