Mortgage Servicing: Member Services Specialist

FocusOne, LLC; Houston (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

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 Solutions is seeking a detail-oriented Member Services Specialist to provide outstanding support to our credit union partners and their members.

The Member Services Specialist will handle inquiries via phone, email, or chat, assist with payments, resolve issues, document loan updates, and collaborate with

Qualifications

• 2–5 years mortgage servicing or customer service experience.
• Degree preferred, or equivalent education.
• Bilingual a plus.
• Detail-oriented with strong follow-up and time management.

Responsibilities

• Receive incoming member inquiries via phone, email, or chat.
• Assist borrowers in making payments and resolving questions.
• Manage upset members and resolve issues promptly.
• Understand and partner with other mortgage departments to resolve issues.
• Document loan-level updates in the system of record.
• Drive first-call resolution with timely follow-up.
• Collaborate with partner Credit Unions for status updates and reporting.
• Identify potential process improvements to enhance borrower experience.

Skills

Communication skills

FICS MSP experience

Detail-oriented

Time management

Collaborative

Education

Degree preferred or equivalent

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 Solutions is seeking a detail-oriented Member Services Specialist to provide outstanding support to our credit union partners and their members.

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 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

KNOWLEDGE AND SKILLS:

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

EXPERIENCE:

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