Mortgage Servicing Representative

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 28 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union’s sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union’s commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend’s vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2023) and Training APEX Awards (2015-2024).

Assume primary responsibility for one or more of the Essential Function groups for mortgage servicing as assigned by the Mortgage Servicing and Closing Manager. Cross-train and be familiar with the remaining Essential Functions and be prepared to assist or serve as a back-up for those functions. Answer calls and e-mails from members regarding their real estate loans, post loan payments, participate in day-end procedures. Assist with other projects as assigned by the Mortgage Servicing Manager.

#LI-Onsite

• Responsible for the day-to-day operations and maintenance of the real estate accounts including mortgage payments, escrow, statement generation.
• Process loan maintenance which includes changing due dates, canceling private mortgage insurance, modifying loan payments, updating credit bureau codes in the mortgage system, re-amortizing loan payments, refunding late fees on loans, closing lines of credit.
• Researches and processes member requests from incoming calls and e-mails in a timely manner. Provide accurate information regarding accounts, loan payoffs, escrow, real estate loan programs, etc.
• Organize and direct the daily activity in loan servicing including: Modifications, extensions, and renewals
• Rate changes and accrual adjustments
• Assist with reconciliation payment posting lists from Accounting.
• Verify notice of Flood Certificate changes of designated areas are matched with real estate loans in portfolio.
• Maintain the Flood Certification program.
• Monitor files designated in flood zone for insurance coverage.
• Process and maintain tracking system on CUNA Life Disability insurance coverage.
• Pay insurance, etc., from escrow accounts in a timely manner, maintain accurate records and receipts.
• Review and maintain tracking system for coverage, renewals and/or cancellations of hazard insurance, assuring continuing coverage on all mortgage loans requiring insurance.
• Research and resolve delinquent tax problems.
• Coordinate with third party tax service vendor to insure all records are complete and that we are receiving proper and accurate reporting of member’s tax payments, including those that have not been paid in a timely manner.
• Pay taxes from escrow accounts in a timely manner, maintaining accurate records and receipts.
• Send required information to appropriate tax service company ensuring property taxes are monitored for closed loans and are removed when loan is paid.
• Perform and support the annual escrow analysis and as needed the short escrow analysis. Coordinate the preparation of the annual escrow analysis and statements reflecting necessary adjustments and coordinate notices and posting with the IT Department.
• Close Escrow Account and mail required notice to member.
• Track force placed insurance coverage.
• Monitor loans with escrow deposits for repairs insuring funds are released accordingly.
• Update and process maturity letters in a timely manner.
• Convert simple daily interest 365 calculations to an amortized 360 mortgage loan, via modification.
• Coordinate variable interest rate changes and coordinate the extract and post at month-end.
• Maintenance of deed of trust releases and process necessary releases through electronic means where allowed.
• Opens and logs overnight packages and verifies payment application per payoffs, making the appropriate adjustments from all sources.
• Reverses NSF, Stop Payments for mortgage loans.
• Audit new mortgage loan files to assure accuracy. Assist in any necessary correction.
• Prepare Servicing Reports including but not limited to: the Home Equity Draw Period Expiration Report, Loan Limits Removed, HELOC Paid In full Report, FICS MS Paid in Full Report, FICS MS Flood Report, HELOC Flood Report, Service Link Report, LERETA Adds/Deletes Report, LERETA Adds Reports (HELOCs), HELOC Advance Due Date Report, Home Equity Advance Report, Interest Only Report, T&I Expiration for Taxes, LERETA Tax Service Audit Report, T&I Expiration for Taxes, PMI Bill, PMI LTV Report, WNC Bill, CDI, CUNA Mutual, Insurance Payments, T&I Expiration for Insurance and Maturity Report.
• Prepare and process subordination proposals and partial deed of trust releases.
• Reviews unapplied reports for unapplied funds and performs research to determine what needs to be done.
• Ensure required FICS report processes are completed in a timely manner
• Record retention
• Assist the File Clerk to box and coordinate scanning and shipment is within the record retention guidelines.
• Order real estate loan payment coupons.
• Reviewing prepared loan documentation to ensure thoroughness, accuracy, and completeness with documentation standards.
• Demonstrates accuracy and thoroughness Looks for ways to improve and promote quality. Applies feedback to improve performance Monitors own work to ensure quality.
• Review processes and procedures and recommend improvements to management and other departments within the company to increase productivity and quality
• Supports external and internal customers in a timely manner.
• Demonstrates excellent member service skills both in person and on phone.
• Maintains member confidence and organization competitiveness by keeping loan information confidential; cautioning others regarding potential breaches.
• Establish and foster relationships with other mortgage roles and department in the organization to improve the member experience and production results.
• Maintain current knowledge of federal regulations, RESPA guidelines, and credit union policies pertaining to mortgage loans.
• Read all internal publications including HUB and Possibilities.
• Perform other duties as required or assigned.

Education

• Two years college or equivalent experience

Work Experience

• 1-3 years residential real estate experience desired. Experience may include any of the following: mortgage servicing, mortgage processing, mortgage closing, performing title searches, title work, etc. is preferred

Knowledge, Skills, and Abilities

• Must be accurate in all transactions.
• Must be an accurate typist.
• Excellent verbal and written communication skills to communicate professionally.
• A high degree of poise and tact to represent the credit union positively in outside contacts.
• Ability to organize and prioritize work with minimum supervision.
• Working knowledge of computer programs such as Microsoft Word, Outlook, Excel, HMDA, and the internet desired.
• Ability to operate or have ability to be trained to operate related office equipment, including calculator, computer terminal (PC), multifunction copier, receipt and check printers, telephone and typewriter.
• Regular and reliable attendance is required.

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Ascend Federal Credit Union is an Equal Opportunity Employer.