Mortgage Servicing Specialist: Escrow, ARM & HELOC Expert

ORNL Federal Credit Union; Knoxville (TN); On-site; USD 52,000 - 76,000; Full time

Job summary

ORNL Federal Credit Union is seeking a Mortgage Servicing Specialist in Knoxville, TN. The role supports seven servicing partners, handling escrow administration, ARM servicing, PMI management, and loan maintenance, with focus on high‑quality member service and clear communication.

Responsibilities include payoff processing, lien releases, records retention, and HELOC/construction-to-permanent loan support. Strong MS Office skills and experience with mortgage servicing systems are required.

Qualifications

• Minimum 3 years of mortgage servicing industry experience
• Experience with mortgage servicing systems is preferred
• Proficient in Microsoft Office suite
• Strong communication and presentation skills
• Detail oriented and customer focused
• Ability to learn and adapt to systems and updates

Responsibilities

• Maintain escrow accounts and process escrow analyses and PMI/insurance payments
• Process payoffs and lien releases, coordinate documentation for closings
• Handle inbound/outbound calls; answer inquiries via phone and email for servicing and escrow tasks
• Assist with HELOC servicing, draw requests, and payment term calculations
• Perform ARM index updates and loan maintenance, including successor in interest processing
• Assist with construction-to-permanent loan questions and post-construction processes
• Participate in servicing platform testing and process documentation

Skills

Customer service

Time management

Communication

Organizational skills

Presentation skills

Education

High School Diploma or GED

Associate's degree preferred

Tools

Microsoft Office

ICE MSP

Job description

ORNL Federal Credit Union is seeking a Mortgage Servicing Specialist in Knoxville, TN. The role supports seven servicing partners, handling escrow administration, ARM servicing, PMI management, and loan maintenance, with focus on high‑quality member service and clear communication.

Responsibilities include payoff processing, lien releases, records retention, and HELOC/construction-to-permanent loan support. Strong MS Office skills and experience with mortgage servicing systems are required.