Bilingual Member Services Specialist - Residental Mortgage Loan Servicing

FocusOne, LLC; Houston (TX); Hybrid; USD 42,000 - 60,000; Full time

Job summary

FocusOne, LLC in Houston, TX is seeking a detail-oriented Member Servicing Specialist to assist credit union partners and their members with mortgage servicing inquiries. You will handle payments, escrow, and loan servicing questions, maintaining compliance and delivering excellent customer service.

Responsibilities include processing inquiries via phone/email/chat, resolving misapplied payments, and documenting updates.

Qualifications

• 2–5 years of mortgage servicing or Customer Service experience.
• Degree preferred, or equivalent combination of education.
• Bilingual in English and Spanish is preferred.

Responsibilities

• Receive incoming member inquiries via phone, email, or chat.
• Assist borrowers with payments and questions related to escrow, taxes, and loan servicing.
• Manage upset members and resolve issues to first-contact resolution.
• Collaborate with other mortgage departments or clients to resolve issues.
• Document loan level updates clearly in the system of record.
• Follow scripts and procedures to ensure compliance with laws and regulations.

Skills

Communication

Bilingual (EN/ES)

Detail oriented

Time management

Collaboration

Education

Bachelor's degree or higher

Tools

MSP

FICS

Job description

Join Our Team as a Member Servicing Specialist in our Servicing Department! FocusOne, a Credit Union Servicing Organization (CUSO) located in Northwest Houston, partners with credit unions to deliver exceptional mortgage and auto lending services. FocusOne Mortgage is seeking a detail-oriented Member Services Specialist to provide outstanding support to our credit union partners and their members.

In this role, you'll be the first point of contact for mortgage servicing inquiries, ensuring prompt, accurate, and professional responses. You will assist members with questions on payments, escrow, taxes, and loan servicing, while maintaining compliance and upholding our commitment to excellent customer service.

ESSENTIAL DUTIES and PERCENT OF TIME SPENT:

• Receive incoming (phone, email, chat) member inquiries.
• Assist borrowers in making payments and resolving questions.
• Ability to manage upset members and focus on resolving the issues presented.
• Understand and partner with other mortgage departments or clients to assist in the immediate resolution of identified issues.
• Clearly document loan level updates in the system of record.
• Drive first call resolution. Asking questions to clarify needs, listening thoroughly, setting expectations with the members, and providing timely follow-up if needed.

FOLLOW CALL SCRIPTS AND PROCEDURES:

• Follow call scripts to ensure compliance with all department procedures, applicable laws, and regulations.
• Investigate and resolve issues with returned or misapplied payments.
• Collaborate closely with partner Credit Unions to provide status updates and requested reporting.

IDENTIFY AND RECOMMEND POTENTIAL PROCESS IMPROVEMENTS THAT COULD ENHANCE BORROWER EXPERIENCE:

• Identify and recommend potential process improvements that could enhance borrower experience.

KNOWLEDGE AND SKILLS:

• Excellent communication skills, both verbal and written, to effectively interact with borrowers and clients, both English and Spanish.
• Prior FICS or MSP experience is a plus.
• Detail and follow-up oriented.
• Initiative-taker with the ability to work independently and manage time effectively.
• In collaboration skills to work effectively with other departments and clients.

EXPERIENCE:

• 2 – 5 years of mortgage servicing or Customer Service experience
• Degree preferred, or equivalent combination of education
• Bilingual