Member service representative jobs in Huntsville, AL

SummaryPerforms mortgage loan servicing responsibilities. Administers all aspects of mortgage servicing including, but not limited to member requests and inquiries, tax, insurance, escrow analysis, and escrow account maintenance, payoff quotes, and PMI cancellations. Responds to member and internal staff concerns or questions regarding the servicing of mortgage loans in person, by phone and via email. Responds to servicing voicemails and return phone calls.Job DescriptionEssential Duties and Responsibilities Greets and engages members in person, assesses their needs and concerns, and provides consultative support regarding existing mortgage loans and escrow accounts to ensure a positive member experience. Accurately completes the onboarding of new mortgage loans into the servicing system, including the establishment of escrow and collateral records, initial escrow analysis, validation of closing funds, and posting of relevant payment types. Determines appropriate IRS reporting status and ensures the resolution of any onboarding issues to maintain data integrity and compliance with regulatory and internal requirements. Manages inbound calls from the Mortgage Servicing ACD line, delivering high-quality member support and ensuring timely completion of associated administrative tasks following each interaction. Processes incoming requests and inquiries from the Mortgage Servicing Helpdesk by creating, updating, and tracking support tickets throughout their lifecycle to ensure timely and accurate resolution. Resolves servicing concerns by actively listening to members, identifying the root cause of issues, and determining the most effective solutions. Expedites necessary account corrections or adjustments, ensures timely follow-up to confirm resolution, and provides relevant documentation to members as needed to ensure clarity and satisfaction. Administers insurance premium, including flood, hazard, and force-placed coverage, and property tax payments for mortgage loans. Conducts thorough research to determine accurate payment amounts and ensures timely and precise application and submission of funds in accordance with regulatory and servicing requirements. Responsible for timely completion of assigned escrow analysis reviews in preparation for annual escrow analysis performed on a quarterly cycle. Responds to a wide range of member inquiries with clarity and accuracy, including topics such as mortgage payment options, escrow analysis statements, escrow disbursements, PMI cancellations, payment modifications, partial releases, and lien subordinations, while ensuring adherence to policies and regulatory guidelines. Performs evaluation and administration of member requests for PMI cancellations, hazard and flood insurance claims in accordance with credit union policies, regulatory and investor requirements. Processes requests for loan changes including calculating loan-to-value (LTV) ratios, updated interest rates, principal and interest payments, and applicable fees. Accurately updates loan changes within the servicing systems to ensure data integrity and compliance with policy and regulatory standards. Reviews and analyzes a variety of reports to monitor serviced mortgage accounts and track pending or outstanding insurance claims. Follows established procedures and applies sound judgment to identify necessary corrections, determine appropriate fund application or holds, and accurately prepare, calculate, and process account adjustments, payments, and payoffs. Monitors HELOC low balance reports to assess potential risks to RFCU's collateral lien position. Conducts thorough research and takes necessary actions to safeguard the lien position when required Responsible for the setup, modification, and cancellation of ACH requests from members, ensuring accurate processing and adherence to internal policies and procedures. Prepares mortgage releases for closed end mortgages and HELOCs and processes FNMA paid in full Notes as needed Completes verification of first mortgage and payoff requests for third parties, ensuring proper authorization is obtained from the member; processes payoff requests received from internal clients, maintaining accuracy and compliance with procedures. Company Wide Expectations Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics. Delivers friendly, caring service to internal and external members. Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures. Follow all physical and online security procedures and maintain strict confidentiality of all member information. Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services. Works scheduled hours and maintains punctuality. Performs other related duties as assigned or requested. EDUCATION/EXPERIENCE Minimum Qualifications To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered. Education Requirements High School or GED - Required Experience Requirement 1 Year - Mortgage Servicing Experience - Required 1 Year - Financial Services Experience - Required Skills/Abilities Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction. Works independently and as part of a team, is adaptable, works well under pressure, and is able to handle multiple tasks at times in a fast-paced environment. Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions. Utilize mathematical skills, knowledge and experience in performing job functions. Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations. Ability to work in multiple systems to obtain loan information and complete research for members in a timely manner. Critical thinker and ability to exercise independent judgment Accuracy and attention to detail Required to abide by all applicable regulatory, investor and department practices and procedures Use correct English including spelling, grammar and punctuation. Operate computers and use business software and other standard office equipment. Understand and follow written and oral instructions. Set priorities and manage one's own time effectively. PHYSICAL DEMANDS Physical Demands Disclaimer The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements Intermittent standing, sitting, walking, bending and climbing. Using hands repetitively to handle, feel or operate computers and other standard office equipment. Reaching with hands and arms. Intermittent lifting and carrying up to 25 pounds. WORK ENVIRONMENT Work Environment Disclaimer An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion; Work Environment Works in a general office environment. Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability. We are proud to be a Drug-Free and Tobacco Free Workplace.