Mortgage Servicing Representative

Broadview Federal Credit Union; City of Albany (NY); Hybrid; USD 32,000 - 37,000; Full time

Benefits offered by this job

Competitive benefits package

Hybrid work schedule

Job summary

Broadview FCU is seeking a Mortgage Servicing Representative to become the go-to expert for members with mortgage questions after closing. You will assist with escrow, payoffs, and servicing issues, delivering an exceptional member experience.

The role involves researching complex inquiries, coordinating with internal teams, and ensuring accurate documentation while maintaining compliance with mortgage regulations. Hybrid workdays are available after six months onsite.

Qualifications

• High School Diploma or GED.
• At least one year of mortgage servicing experience or equivalent education/experience.
• Proficiency with Microsoft Office (Word, Excel).
• Experience with mortgage servicing systems and account management platforms preferred.

Responsibilities

• Serve as a trusted resource for members and internal teams on mortgage servicing questions
• Research and resolve complex mortgage-related inquiries with accuracy and care
• Assist members with loan payoffs, payments, escrow questions, ARM notices, and account maintenance
• Manage service requests and ensure timely, compliant resolution
• Respond to member inquiries by phone and email
• Review mortgage statements, reports, and account information to ensure accuracy
• Prepare servicing-related documentation including subordination agreements and assumption inquiries
• Support payment processing activities and collaborate with internal teams to keep operations running smoothly
• Help maintain compliance with mortgage servicing regulations and investor requirements
• Contribute to continuous improvement by updating procedures and identifying opportunities to enhance the member experience

Skills

Customer service

Problem solving

Detail oriented

Communication

Multitasking

Education

High School Diploma or GED

Tools

Microsoft Office

Mortgage servicing systems

Account management platforms

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! As a Mortgage Servicing Representative, you'll be the go-to expert for members who have questions about their mortgage after closing. Whether you're helping a member understand their escrow account, processing a loan payoff, or resolving a complex servicing issue, you'll play a key role in delivering an exceptional member experience. If you enjoy problem-solving, building relationships, and becoming the expert others rely on, this could be the perfect opportunity for you.

What You'll Do

• Serve as a trusted resource for members and internal teams on mortgage servicing questions
• Research and resolve complex mortgage-related inquiries with accuracy and care
• Assist members with loan payoffs, payments, escrow questions, ARM notices, and account maintenance
• Manage service requests and ensure timely, compliant resolution
• Respond to member inquiries by phone and email
• Review mortgage statements, reports, and account information to ensure accuracy
• Prepare servicing-related documentation, including subordination agreements and assumption inquiries
• Support payment processing activities and collaborate with internal teams to keep operations running smoothly
• Help maintain compliance with mortgage servicing regulations and investor requirements
• Contribute to continuous improvement by updating procedures and identifying opportunities to enhance the member experience

What Makes You Successful

• Enjoys helping people and providing exceptional service
• Has a knack for researching and solving problems
• Is organized and detail-oriented
• Can balance multiple priorities in a fast-paced environment
• Communicates clearly and professionally with both members and colleagues
• Thrives when learning new systems, products, and regulations

Qualifications

• High School Diploma or GED
• At least one year of mortgage servicing experience (or an equivalent combination of education and experience)
• Proficiency with Microsoft Office, including Word and Excel
• Experience working with mortgage servicing systems and account management platforms is preferred

Work Schedule Monday-Friday schedule with the opportunity to work a hybrid schedule (3 days onsite/2 days remote) after six months of onsite employment, subject to business needs and performance.

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]

At Broadview FCU, your career is so much more than a job. Grow personally and professionally with access to opportunities to apply your strengths and unleash your potential. Broadview’s success is propelled by every employee. As we work together to serve members and our communities, our collective talents produce superior financial solutions and exceptional service that are uniquely Broadview FCU.