Mortgage Member Services Specialist I (Mortgage Servicing)

Location: Vienna, VA, United States (Hybrid); Monday–Friday, 8:00 AM–4:30 PM EST

Salary: $24.72–$30.92 per hour

Company

A credit union providing mortgage, lending, and financial services to its members.

What you will do

• Process and evaluate mortgage account changes, including modifications, rate adjustments, recasts, assumptions, deferrals, and collection-related changes.
• Set up, maintain, and correct mortgage and consumer loan records in the Mortgage Servicing Platform (MSP).
• Manage automatic payment options, drafting discounts, suspense funds, payment changes, and expedited equity loan check requests.
• Review ARM, equity loan, HELOC, credit reporting, 1098 reporting, and loan documentation issues for accuracy and compliance.
• Respond to member and internal inquiries, correspondence, online requests, and faxes regarding active mortgage loans.
• Collaborate with mortgage origination, collections, correspondence, contact center, post-closing, and business services teams.

Requirements

• Required NMLS certification.
• Ability to work independently and collaboratively while exercising sound judgment.
• Effective verbal and written communication, diplomacy, organization, time management, and attention to detail.
• Basic skills in mathematical calculations, research, analysis, problem solving, and interpreting instructions.
• Proficiency with word processing and spreadsheet software.
• Ability to work in a hybrid role in Vienna, Virginia, during EST business hours.

Nice to have

• Familiarity with mortgage products, lending regulations, servicing policies, payment and payoff functions, and automated lending systems.
• Experience analyzing and explaining complex mortgage loan accounts.
• Knowledge of Navy Federal financial and credit transaction processes and mortgage servicing systems.

Culture & Benefits

• Meaningful career experience in an energized and engaged work environment.
• Competitive pay and benefits.
• Recognition as a major employer and a military-friendly organization.