Member Solutions Specialist – Mortgage Servicing

FocusOne; Houston (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

FocusOne, a Credit Union Servicing Organization (CUSO) in Northwest Houston, seeks a detail-oriented Member Services Specialist for the Servicing Department. You will support credit unions and their members by handling inquiries, guiding payments, and resolving issues with a focus on first-call resolution.

Ideal candidates have 2–5 years in mortgage servicing or customer service, a degree or equivalent experience, and strong communication skills.

Qualifications

• Excellent verbal and written communication with borrowers.
• FICS or MSP experience is a plus.
• Detail-focused with strong follow-up.
• Independent, initiative-taking and time-management oriented.

Responsibilities

• Handle member inquiries via phone, email, and chat.
• Assist borrowers with payments and questions.
• Resolve upset members and ensure issues are addressed promptly.
• Coordinate with mortgage departments and clients for quick resolution.
• Document loan updates in the system and drive first call resolution.
• Follow scripts to ensure compliance with procedures and laws.
• Collaborate with partner Credit Unions for status updates and reporting.

Skills

Communication skills

FICS/MSP experience

Detail oriented

Initiative

Collaboration skills

Education

Bachelor's degree or equivalent

Job description

FocusOne, a Credit Union Servicing Organization (CUSO) in Northwest Houston, seeks a detail-oriented Member Services Specialist for the Servicing Department. You will support credit unions and their members by handling inquiries, guiding payments, and resolving issues with a focus on first-call resolution.

Ideal candidates have 2–5 years in mortgage servicing or customer service, a degree or equivalent experience, and strong communication skills.