Mortgage Servicing: Member Services Specialist

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

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