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Mortgage Servicing Associate

Classification: Non-Exempt

Reports to: Mortgage Loan Servicing Manager

Supervisory:  None

Responsible for performing day-to-day duties within the Servicing Department. Answer and direct telephone calls. Provide professional service to the Credit Union members and co-workers. Proactively uphold MMS mission statement. Assist in all areas as listed below.

Essential Functions:

  • Boarding of loans into the Servicing System
    • Accurate data input and transfer from the Processing system into the Servicing system
    • Running trial escrow analysis on the escrowed loans
    • Ensure MMS is loss payee on insurance binder/ policies
    • Completing welcome letters, setting up of ACH, etc.
  • Assist in all Servicing duties
    • Cross training in the processing of payments, payoffs, processing of the daily ACH files, morning process of all run-moving of the date –balancing of the daily work, moving the daily reports, etc.
    • Working on the various changes Servicing faces with the regulations as they arise
    • Updating the Servicing tracking fields for the Post Closing Documents
    • Answering of phones, monitoring of faxes, processing verification and payoff requests
  • Works closely with other departments
    • Provides support and help to other departments as needed
  • Assumes responsibility for related duties as required or assigned
    • Actively contributes to positive, professional working environment
    • Stays informed regarding changes in practices and trends affecting MMS
    • Ensures work area is clean, secure, and well maintained
    • Completes special projects as assigned

Performance Measurements:

  • Loan servicing functions are completed in accordance with established policies and procedures
  • Customer service is given in a courteous and helpful manner
  • Attention to detail and accurate results
  • Good coordination and working relations exist with related department personnel


  • Education/Certification: High school graduate or equivalent
  • Knowledge: Understanding real estate escrow accounts and the applying of their payments
  • Experience:
    • Knowledge of Microsoft Word and Excel helpful
    • One to two years of various office experience preferred
  • Skills/Abilities:
    • Excellent communication and customer service skills
    • Able to operate calculator, word processor, and related computer applications
    • Ability to work in fast-paced, multi-tasking environment
    • Must be hard working and a team player

Physical Activities and Requirements:

  • Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
  • Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
  • Average Hearing: Able to hear average or normal conversations and receive ordinary information
  • Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers
  • Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery
  • Physical Strength: Sedentary work; sitting most of the time. Exerts up to 15 lbs. of force occasionally. (Almost all office jobs)

Working Conditions: No hazardous or significantly unpleasant conditions (such as in a typical office)

Mental Activities and Requirements:

  • Reasoning Ability:
    • Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions
    • Able to interpret a variety of technical instructions and can deal with multiple variables
  • Mathematics Abilities:
    • Ability to add and subtract a large list of numbers using a ten-key
    • Ability to calculate percentages
  • Language Abilities:
    • Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias
    • Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar
    • Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent) and variation in word order; using present, perfect, and future tenses
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