Member Services Specialist - MH Lending

Credit Human; San Antonio (TX); Hybrid; USD 68,166,000 - 72,812,000; Full time

Benefits offered by this job

Bonus opportunity up to 4%

Comprehensive benefits package

Job summary

Credit Human is seeking a Member Services Specialist for the Member Satisfaction Department in San Antonio, TX. The role focuses on assisting members, vendors, and internal customers with account information, inquiries, and reports, and researching manufactured home loan issues to resolve queries on first contact.

Responsibilities include providing payoff details, ensuring correct tax and insurance allocations, and collaborating with other departments.

Qualifications

• Customer-focused, with excellent listening, communication, and phone skills.
• Knowledge of loan servicing or related field.
• Experience researching issues and resolving problems.
• Strong organizational skills and detail-oriented.
• Strong interpersonal skills, capable of establishing and maintaining positive customer relationships and working collaboratively with a team.
• Computer skills to include Word, Excel, and Outlook.

Responsibilities

• Respond to member and internal customer inquiries and requests.
• Provide accurate information and explanation of servicing-related functions and loan activities.
• Provide payoff information, ensuring correct tax and insurance allocations based on premiums and investor requirements.
• Perform research to resolve disputes or answer questions on topics like payment application, interest calculations, IRS reporting, escrow analysis, and loan documents.
• Take ownership of research and follow‑up with other departments as needed.

Skills

Customer service

Communication

Phone skills

Interpersonal skills

Organizational skills

Detail oriented

Problem solving

Teamwork

Word

Excel

Outlook

Loan servicing knowledge

Education

High School Diploma or equivalent

College

Tools

Word

Excel

Outlook

Job description

Credit Human Headquarters
San Antonio, TX 78215, USA

Description

We are seeking a Member Services Specialist for the Member Satisfaction Department.

The main focus of this role is to provide service to members, vendors, and internal customers. The Member Services Specialist provides account information, responds to inquiries, generates requested reports, monitors accounts, collaborates with other departments, and performs research related to manufactured home loans.

The Member Services Specialist is a subject matter expert and the primary contact with members for inquiries or problems during the life of their MH loan. The Specialist performs a variety of tasks and is expected to have the required knowledge to explain and respond to a wide range of inquiries, with the goal of first contact resolution to members’ requests.

Highlights:

• Successfully respond to member and internal customer inquiries and requests
• Provide accurate information and explanation of servicing-related functions and loan activities
• Provide payoff information, ensuring correct tax and insurance allocations based on premiums, type of insurance, tax entity, and investor requirements
• Perform research as necessary to gain information needed to resolve the dispute and/or provide an answer for such topics as payment application, interest calculations, IRS reporting, escrow analysis, loan document content, home relocations, and account history
• Take full responsibility for research/follow up of calls/inquiries utilizing other departments and regions as deemed necessary

Experience:

Required

• 2 to 5 years of customer service experience

Preferred

• 2 to 5 years of industry related customer service

Education:

Required

• High School Diploma or equivalent

Preferred

• College

Skills & Knowledge:

Required

• Customer-focused, with excellent listening, communication, and phone skills
• Knowledge of loan servicing or related field
• Experience researching issues and resolving problems
• Strong organizational skills and detail-oriented
• Strong interpersonal skills, capable of establishing and maintaining positive customer relationships and working collaboratively with a team
• Computer skills to include Word, Excel, and Outlook

Schedule: Monday-Friday, 8:30 am-5:30 pm

Paygrade: 1CA

The expected pay range for this position is $23.7788 to $25.4107 per hour.

Credit Human is committed to equitable and transparent compensation practices. Final compensation is determined based on a variety of factors, including experience, skills, qualifications, internal equity, and geographic work location.

This role may also be eligible for:

• Bonus opportunity up to 4%

Employees are eligible for a comprehensive benefits package, including:

Job Location: This position is onsite based inSan Antonio.

Credit Human conducts employment background checks that may be used for decisions related to employment. Standard checks include NCUA Administrative and Prohibited Orders, ChexSystems, employment verification, criminal history (convictions and outstanding warrants within the past seven years), and degree verification (if applicable). Additional checks may include motor vehicle records, credit checks, or fingerprinting depending on the role.

Applicants must be currently authorized to work in the United States on a full-time basis.

Credit Human is committed to equitable and transparent pay practices. The compensation range listed above represents a good-faith estimate of what we expect to pay for this position at the time of posting. Final compensation will be determined based on experience, qualifications, internal equity, and business needs.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.