Mortgage Service Coordinator

Job Description Mortgage Service Coordinator Job Classification:

Full Time FLSA Status:

Non-Exempt Department:

Lending Reports To:

Mortgage Servicing Manager Senior Leader:

Vice President of Lending Job Overview The Mortgage Service Coordinator plays a crucial role in the credit union s mortgage servicing department, responsible for processing mortgage transactions with accuracy and efficiency. This position involves responding to member inquiries regarding mortgage services, ensuring high level of member satisfaction, and providing assistance with discrepancies and necessary corrections. The coordinator will collaborate closely with the mortgage servicing manager and the mortgage servicing analyst to evaluate departmental goals, identify areas for improvement, and implement cost effective solutions. Additionally, the role includes managing the construction loan process, handling insurance claims, and maintaining up-to-date knowledge of regulations. This position will contribute to the revision and enhancement of policies and procedures to optimize workflow and service delivery. Major Tasks, Responsibilities and Key Accountabilities Provides friendly, helpful service that promotes financial discipline through: Deliver friendly, professional service that promotes financial well‑being. Maintain a polished work environment and strong knowledge of BHCCU products and processes. Proactively greet members and take ownership of their experience. Identify member needs through effective questioning and active listening. Recommend appropriate solutions or connect members to the right resource. Process transactions accurately and follow up to ensure satisfaction. Maintain comprehensive understanding of Fannie Mae requirements and BHCCU mortgage and consumer products. Serve as the liaison between BHCCU, external institutions, vendors, and members for first‑mortgage and second‑lien servicing matters (billing, file maintenance, satisfactions, subordinations, discrepancies, and general inquiries). Coordinate with Mortgage Processors, Accounting, Bookkeeping, and internal staff to resolve questions and discrepancies. Service mortgage files post‑rescission, including HUD check processing, payoffs, loan transfers, payment setup, and secondary‑market preparation. Review documents for completeness and required signatures. Process mail, phone, and email servicing requests including verifications, payoffs, subordinations, and title policy confirmation. Maintain organized file rooms and prepare annual storage boxes. Assist in modernization by transitioning outdated, paper-based and physical file processes to streamlined digital workflows. Assist in bringing current technologies and electronic document systems to improve efficiency, accuracy, and accessibility across mortgage lending operations. Assist Account Resolutions by providing documents, preparing files for legal review, and coordinating with attorneys and foreclosure departments. Process construction draws, insurance claims, and related servicing transactions. Support annual tax‑related processes including 1099/1098 forms, escrow analysis, PMI reviews, and surplus reconciliation. Collaborate with mortgage servicing leadership to evaluate goals, identify cost‑saving opportunities, and improve workflow efficiency. Recommend

ACH/WIRE

solutions to reduce manual check processes. Assist with policy and procedure updates. Process loans, insurance claims, forced place insurance, Fannie Mae submissions, vendor reports, ARMs, modifications, subordinations, T&I, partial releases, and statements. Enter rate indexes, review ARM changes, and maintain ARM documentation. Assist with Fannie Mae compliance and balancing activities. Run daily, monthly, and year‑end servicing cycles including tax forms, escrow analysis, leadership reports, and secondary‑market reporting. Generate and upload monthly statements, tax documents, and escrow analyses. Process constructions loans, insurance claims, Fannie Mae submissions and requests, Department/Vendor Reports, ARMs, Modifications, Subordinations, T&I, Partial Releases and statements.

Input rate indexes:

Review ARM changes and maintain ARM history documentation. Assist with Fannie Mae balancing processing and compliance. Runs daily, monthly and year end processing including but not limited to tax forms, escrow analysis, leadership reports, and secondary market reports. Generate and upload monthly mortgage statements, yearly tax forms and analysis for mailings. Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position. Assist the mortgage servicing team in processing payments from in person deposits, exception reports, corrections/errors when made aware, ACH payments or any other online/automated avenues. Assist members and employees with questions. Assist Mortgage Processing with their duties as needed. Follows Processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA) Anti-Money Laundering (AML), and Combating the Financing of Terrorism (CFT). Complete required, annual AML/CFT training to ensure you understand your responsibilities that apply to AML/CFT, including: Prohibited Account Types SARs (Suspicious Activity Report) OFAC (Office of Foreign Assets Control) Monetary Instruments Record Retention Provide support to Transformation with the objective to streamline processes. Performs other duties as assigned. Employee Culture Contribution Contribute a positive and collaborative culture by demonstrating professionalism, teamwork, and a growth mindset in all interactions. This role supports a healthy work environment by prompting open communication, showing respect for coworkers and members, and engaging in daily behaviors that strengthen trust, transparency, and cooperation across departments. As a key part of the mortgage service team, the Mortgage Coordinator helps create a workplace where employees feel valued, included, and motivated to do their best work. QUALIFICATIONS and

COMPETENCIES

EDUCATION and

EXPERIENCE

Pass the pre-employment credit and background check. Associate degree or an equivalent level of knowledge, skills, and abilities typically acquired through work experience. Must be at least 18 years of age. Three to five years of previous Teller, Member Advisor, or equivalent experience serving customers. Mortgage Regulation Compliance Certification

COMPETENCIES

Ability to multitask and prioritize. Pass the pre-employment drug test and background check. Experience with different types of mortgage loans, escrow, and ARM requirements. Familiar with various online origination and mortgage system software. Must possess strong interpersonal skills, a positive attitude, and a desire to help people. Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support. Must possess effective verbal and written communication skills. Must have reliable attendance. Previous experience recommending products and plans to improve a customer s financial position. Knowledge of banking and/or credit union regulations. Must possess good judgment. Must possess basic math skills. Projects a professional image OTHER (PHYSICAL, MENTAL, AND

VISUAL SKILLS

) Physical Job Requirements Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds). Ability to move about and communicate with a diverse membership and employee group. Ability to accomplish the described responsibilities using computers and technology. Ability to sit and/or stand for extended periods of time. Ability to work in a changing, challenging, and fast paced work environment. Variable stress levels. Provide own transportation. Occasional business travel. Environmental Job Requirements Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights. Blackhawk Community Credit Union is an Equal Employment Opportunity (EEO) employer. It is the policy of BHCCU to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.