Member Mortgage Servicing Representative

Broadview Federal Credit Union; City of Albany (NY); On-site; USD 31,000 - 37,000; Full time

Job summary

Broadview Federal Credit Union is seeking a Member Mortgage Servicing Representative to act as a subject‑matter expert across the full mortgage lifecycle. The role handles servicing inquiries, payoff statements, escrow questions, and regulatory considerations to ensure accurate loan data and exceptional member service.

The position requires familiarity with mortgage products and systems, strong attention to detail, and the ability to work with internal partners to resolve complex issues while

Qualifications

• High School Diploma or GED required.
• Minimum 1 year mortgage servicing experience required (equivalents considered).
• Proficient with Microsoft Office including Word and Excel.
• Detailed knowledge of internal systems such as E3 and Fiserv DNA.

Responsibilities

• Process service requests including payoff letters, loan corrections, inquiries and payments.
• Provide accurate payoff statements and research correct fees and payoff reasons.
• Complete requests within prescribed time frames and route as needed.
• Respond to member and internal inquiries via phone and email.
• Manage multiple Outlook inboxes and coordinate with teams.

Skills

Bilingual

Customer service

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

E3

Fiserv DNA

Job description

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!

Summary of Role:

The Member Mortgage Servicing Representative serves as a subject‑matter expert on all mortgage‑related member inquiries, providing specialized guidance and resolution on complex servicing issues. This role requires comprehensive knowledge of the full mortgage lifecycle, originations, escrow management, payment processing, regulatory requirements, and investor servicing guidelines, to independently research, analyze, and resolve issues that impact member satisfaction and loan integrity.

The Representative functions as the primary resource for members and internal partners on matters that require judgment, accuracy, and a deep understanding of Broadview Federal Credit Union’s mortgage products, systems, and servicing standards. This position ensures the accuracy of loan data, compliance with servicing regulations, and timely execution of critical servicing activities, all of which contribute directly to operational soundness and an exceptional member experience.

Essential Job Functions/Responsibilities:

• Process service requests, including but not limited to payoff letter requests, loan corrections, loan inquiries and loan payments.
• Provide accurate payoff statements, including researching and applying the correct county and recapture fees for payoffs, as well as capturing correct payoff reasons to ensure the department remains in compliance with state and federal regulations for notifying borrowers of their escrow account responsibilities
• Complete all requests in the prescribed time frame; if necessary forward to appropriate department/staff.
• Respond to incoming calls from members and from within the organization.
• Respond to incoming emails from members and from within the organization, managing multiple Outlook inboxes on a rotating schedule
• Handle initial discussions on Release of Liability Assumption agreements and Community Heroes qualification requirements for incentives
• Draft subordination agreements for lending, as needed
• Discuss initial escrow analysis or ARM notice questions from members
• Process incoming ACH forms, ensuring forms are filled out correctly per NACHA guidelines
• Assist Cashiering with unapplied payment reports as needed, including contacting members regarding payment shortages due to escrow analysis and/or ARM changes
• Complete end of day processing with Cashiering by scanning ONUS and Transit checks and balancing transactions for the entire department.
• Review monthly Mortgage Billing Statements to ensure the data is accurate before the file is sent into production.
• Review statement bounceback reports and reach out to Members as needed to correct their delivery information.
• Review DIG report of address changes for member accounts in DNA with loans on MSP and updating as applicable.
• Review Pending Maturity Report; sending letter when applicable
• Determine why a Mortgage Billing Statement was returned updating address if necessary
• Monitor escrow holdbacks ensuring checks are disbursed in a timely manner
• Update policies and procedures as necessary
• Perform other duties as may be assigned by supervisor
• Assist Loan Boarding specialist as needed due to volume
• Other duties as needed

Minimum Job Qualifications:

• High School Diploma or General Equivalency Degree (G.E.D.)
• A minimum of 1 year of experience in mortgage servicing. Equivalent combinations of education and experience may be considered.
• Proficient with Microsoft Office products including Word and Excel
• Detailed knowledge of all internal programs and applications i.e. E3, Fiserv DNA, etc.

Starting Compensation: $22.62 - $27.15/hr., plus a competitive benefits package

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at [e-mail]