Mortgage Support Specialist: Client Service & Ops

Publix Employees Federal Credit Union; Lakeland (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Pay for performance incentive program

Medical, Dental and Vision insurance —

Work/life balance

Job summary

Publix Employees Federal Credit Union in Lakeland, FL is seeking a Mortgage Support Specialist to provide administrative and member-facing support to the mortgage lending team. You will help ensure accurate loan processing, compliant documentation, and timely member service.

You will handle calls, assist with disclosures, review applications, and coordinate with the subservicer and lenders to keep files moving while maintaining HMDA reporting accuracy.

Qualifications

• High School Diploma or Equivalency.
• NMLS license or ability to obtain.
• At least 1+ years’ experience using a CRM system.
• Detail oriented and technologically savvy.
• Ability to work quickly and accurately.
• Software proficiency with Microsoft Office Suite (Word, Excel, Outlook), Adobe Acrobat a must.
• Strong organizational skills.

Responsibilities

• Answers calls for the Mortgage Department, assess member's needs, and route to the appropriate associate or department.
• Monitor lobby tracker and escort members from the waiting area to the designated person or office.
• Respond to member questions regarding active loan applications, needs lists, rate inquiries, appraisal status, and other mortgage related topics.
• Assist members by phone and online with general inquiries and mortgage loan related tasks.
• Help member sign disclosures electronically and provide guidance on required documentation.
• Input memo notes in the Loan Origination System for all member interactions.
• Review mortgage applications and documentation for completeness and accuracy.
• Assist with ordering supporting documentation such as title work, appraisals, and verifications.
• Assist with follow up and tracking of outstanding documents and conditions.
• Prepare loan packages for processing and assist Mortgage Loan Advisors with file updates.
• Provide members with timely updates on file status throughout the process.
• Assist Mortgage Loan Advisors with preparation and distribution of Thank You cards and other marketing materials.
• Scan, rename, and upload mortgage loan documents using proper naming conventions.
• Verify document accuracy and resolve discrepancies before uploading to the database.
• Maintain organized and timely document imaging for all mortgage files.
• Support the mortgage subservicer in collaboration with the Lending Operations team to ensure accurate servicing setup and timely resolution of post-closing items.
• Assist with communication and coordination between internal teams and the subservicer for loan boarding, payment inquiries, and servicing updates.
• Responsible for accurate and timely HMDA reporting and filing.
• Ensure compliance with federal, state, and credit union regulations throughout the mortgage process.
• Participate in and support special projects as assigned by management, including but not limited to process improvements, system updates, and member experience initiatives.

Skills

Detail oriented

Technologically savvy

Able to work quickly and accurately

Strong organizational skills

Education

High School Diploma or Equivalency

Tools

CRM system

Microsoft Office Suite

Adobe Acrobat

Job description

Publix Employees Federal Credit Union in Lakeland, FL is seeking a Mortgage Support Specialist to provide administrative and member-facing support to the mortgage lending team. You will help ensure accurate loan processing, compliant documentation, and timely member service.

You will handle calls, assist with disclosures, review applications, and coordinate with the subservicer and lenders to keep files moving while maintaining HMDA reporting accuracy.