Mortgage Servicing Specialist I - Flexible/Hybrid

State Department Federal Credit Union; Alexandria (VA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health, dental, and vision insurance (

401(k) with up to 4% employer match

Tuition reimbursement

Parking incentives

Gym reimbursement

Paid holidays

Diversity and inclusion

Job summary

State Department Federal Credit Union is hiring a Mortgage Servicing Representative I in Alexandria, VA. You will support members through the life of their mortgage, maintain accurate records, and ensure compliant servicing across payments, escrows, and payoff activity.

Ideal candidates have mortgage servicing experience in credit unions, strong communication skills, and the ability to manage multiple tasks with precision. Join a team focused on service excellence and career growth.

Qualifications

• College degree preferred or an equivalent combination of education and relevant experience.
• Minimum of three years in a credit union or banking environment with direct mortgage servicing experience.
• Experience with FICS mortgage servicing and Jack Henry loan servicing platforms preferred; MSP/Fiserv/Black Knight also considered.
• Two to three years handling a high volume of member calls.
• Knowledge of mortgage payment processing, escrow, payoff, lien releases, and account reconciliation.
• Familiarity with CFPB mortgage servicing requirements, RESPA, TILA, investor/agency guidelines (Fannie Mae, Freddie Mac, FHA, VA).
• Ability to research servicing issues, interpret documents, identify discrepancies, and propose solutions.
• Excellent verbal/written communication, organization, and time management.
• Attention to detail and the ability to manage multiple priorities under deadlines.

Responsibilities

• Perform daily mortgage servicing functions including loan boarding, account maintenance, payment processing, and balance validation.
• Administer escrow accounts, including tax and insurance disbursements and annual analyses.
• Respond to member inquiries via phone, email, and mail with timely resolutions.
• Generate and review payoff statements; coordinate lien releases and closings.
• Maintain mortgage loan data and documents; perform reconciliations and research discrepancies.
• Monitor accounts for issues; outreach to members and document activity; escalate complex matters.
• Process and reconcile mortgage payments and related transactions per procedures.
• Prepare servicing reports, notices, and correspondence; assist with audits and investor reporting.
• Support GSE mortgage servicing activities including reconciliations and exception resolution.
• Adhere to RESPA, TILA, CFPB requirements and protect member information.

Skills

Mortgage servicing

Credit union experience

Customer service

Escrow administration

Communication

Analytical skills

Research skills

Attention to detail

Time management

Multitasking

Education

Bachelor's degree or equivalent

Tools

FICS mortgage servicing

Jack Henry loan servicing

MSP

Fiserv

Black Knight

Job description

State Department Federal Credit Union is hiring a Mortgage Servicing Representative I in Alexandria, VA. You will support members through the life of their mortgage, maintain accurate records, and ensure compliant servicing across payments, escrows, and payoff activity.

Ideal candidates have mortgage servicing experience in credit unions, strong communication skills, and the ability to manage multiple tasks with precision. Join a team focused on service excellence and career growth.