Mortgage Servicing Support Specialist

FocusOne, LLC; Houston (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

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.

The Member Services Specialist will handle inquiries via phone, email, or chat, assist with payments, resolve issues, document loan updates, and collaborate with

Qualifications

• 2–5 years mortgage servicing or customer service experience.
• Degree preferred, or equivalent education.
• Bilingual a plus.
• Detail-oriented with strong follow-up and time management.

Responsibilities

• Receive incoming member inquiries via phone, email, or chat.
• Assist borrowers in making payments and resolving questions.
• Manage upset members and resolve issues promptly.
• Understand and partner with other mortgage departments to resolve issues.
• Document loan-level updates in the system of record.
• Drive first-call resolution with timely follow-up.
• Collaborate with partner Credit Unions for status updates and reporting.
• Identify potential process improvements to enhance borrower experience.

Skills

Communication skills

FICS MSP experience

Detail-oriented

Time management

Collaborative

Education

Degree preferred or equivalent

Job description

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.

The Member Services Specialist will handle inquiries via phone, email, or chat, assist with payments, resolve issues, document loan updates, and collaborate with