SCOPE:

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us

E.P.I.I.C.

We are Empathetic to the vast situations and needs of our members and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

PRIMARY FUNCTIONS

The Mortgage Servicing Specialist is responsible for performing the day-to-day servicing activities for the mortgage loan portfolio. This includes payment processing, escrow management, payoff requests, loan maintenance, and member inquiries. The specialist ensures all servicing actions are handled accurately, timely, and in compliance with credit union, investor, and regulatory requirements. This position requires strong attention to detail, excellent member service skills, and the ability to navigate and maintain data integrity within the Symitar core processing system.

Major Duties and Responsibilities:

Loan Servicing Operations Perform account research, adjustments, and maintenance as needed to ensure data accuracy. Reconcile general ledger accounts related to mortgage servicing. Prepare and process payoff quotes, lien releases, and mortgage satisfactions. Review new loans and modifications within Symitar and related systems. Complete escrow disbursements for taxes, insurance, and PMI; monitor for shortages and overages. Review insurance renewals and track flood/hazard coverage compliance. Process and input principal reduction payments accurately within the Symitar system, ensuring proper application to member accounts. Coordinate and communicate with third-party partners and internal departments to facilitate Construction Loan Draw requests, verifying required documentation and disbursement accuracy Respond to member inquiries via phone, email, and written correspondence regarding mortgage payments, escrow accounts, and general servicing questions. Provide professional, courteous, and accurate information to members, ensuring issues are resolved promptly. Escalate complex servicing matters to the Servicing Supervisor as needed. System & Reporting Utilize Symitar for account research, servicing activity tracking, and report generation. Identify and report system or data discrepancies to the Supervisor for correction. Support departmental process improvements and technology updates. Compliance & Quality Control Maintain accurate documentation and follow established servicing policies and procedures. Assist with periodic audits, investor reviews, and regulatory examinations.

Experience:

Minimum 2-4 years of mortgage servicing experience in a financial institution or mortgage company. Strong working knowledge of Symitar or other core processing systems required. Familiarity with secondary market or investor servicing preferred.

Education/Certifications/Licenses:

High school diploma or equivalent required; associate or bachelor's degree preferred. Interpersonal Skills Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions. Other Skills In-depth understanding of mortgage payment processing, escrow analysis, and payoff procedures. Knowledge of applicable federal and state servicing regulations. Strong attention to detail and ability to meet deadlines. Excellent written and verbal communication skills. Proficiency in Microsoft Office (Excel, Word, Outlook). Ability to work collaboratively in a fast-paced, member-focused environment. ADA Physical Requirements Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Mental Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Disclaimers Nothing in this position description is an implied contract for employment. 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