Mortgage Servicing Specialist II

Coastal Credit Union; Raleigh (NC); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC is seeking a Mortgage Servicing Specialist II for a hybrid role. You will handle mid-level servicing requests, maintain loan data, and process payments while supporting compliance with industry regulations.

The role requires experience with mortgage systems and proficiency in Excel/Word/Outlook, plus the ability to conduct account research and resolve discrepancies, contributing to operational goals.

Qualifications

• Three years of loan servicing experience or experience in a role involving loan products and lending regulations.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Experience with mortgage regulatory requirements such as RESPA, TILA, CFPB policies.
• Experience with general ledger reconciliation and mortgage systems such as FICS or Encompass preferred

Responsibilities

• Handle mid-level mortgage servicing requests and maintain loan information.
• Process payments and manage account maintenance, including payoffs and research discrepancies.
• Respond to member inquiries via phone, email, and secured messages; coordinate with internal teams or vendors for timely issue resolution.
• Complete and review assigned reports; ensure compliance with RESPA, TILA, CFPB, and Fannie Mae servicing guidelines.

Skills

Loan servicing experience

Excel

Word & Outlook

Regulatory knowledge (RESPA/TILA/CFPB)

General ledger reconciliation

Mortgage systems (FICS/Encompass)

Education

High school diploma or equivalent

Mortgage lending/finance/accounting certification

Tools

FICS

Encompass

Job description

Job Title: Mortgage Servicing Specialist II

Position Location: Raleigh, NC. Hybrid role. Must live local to the Raleigh area.

Job Summary:

The Mortgage Servicing Specialist II handles mid-level servicing requests, maintains loan information, processes payments, handles insurance administration, manages periodic reports, and responds to member inquiries. The position requires a higher degree of experience and handles a higher degree of complexity than the Mortgage Servicing Specialist I, including account research, discrepancy resolution, and supporting operational goals.

As a key contributor to the Coastal team, your responsibilities will be:

• (35%) Loan Payments and Account Maintenance: Update and maintain mortgage accounts, including posting payments, setting up new loans, and processing payoffs, while performing account research and resolving discrepancies. Collaborate with internal teams to resolve servicing-related issues and ensure accurate account maintenance.
• (35%) Member Communication and Issue Resolution: Respond to all member inquiries (phone, email, secured messages) professionally and efficiently. Coordinate with internal departments or external vendors to address member concerns and ensure timely resolution. Follow up to confirm member satisfaction. Support resolution of more complex member inquiries by conducting research, coordinating with internal partners, and ensuring accurate and timely follow-up.
• (20%) Reporting and Compliance Support: Complete and review assigned reports to ensure accuracy and alignment with departmental goals and reporting requirements. Maintain compliance with RESPA, TILA, CFPB, and Fannie Mae guidelines when performing assigned tasks.
• (10%) Compliance and Expertise: Adhere to Coastal's and other regulatory compliance guidelines, including RESPA, TILA, CFPB policies, and Fannie Mae servicing requirements. Serve as a knowledgeable resource on servicing-related issues and support the resolution of more complex scenarios.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Three years of loan servicing experience or experience in a role involving loan products and lending regulations
• Proficiency in Microsoft Excel, Word, and Outlook
• Experience with mortgage regulatory requirements such as RESPA, TILA, CFPB policies
• Experience with general ledger reconciliation and mortgage systems such as FICS or Encompass preferred

Education:

• High school diploma or equivalent
• Coursework or certification in mortgage lending, finance, or accounting preferred

Essential cognitive/physical/social requirements of position:

Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; and converse with others on a continual basis.

Deadline for Application: All resumes must be received on or before 10/2/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at [e-mail]. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together.">

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans