Mortgage Member Services Specialist I

Overview

To process and evaluate specialized mortgage account changes including, but not limited to, modifications, contractual adjustments such as annual or monthly rate changes. To answer mortgage related inquires and questions regarding active loans for members and internal customers. To set up and maintain records within the Mortgage Servicing Platform (MSP). Perform basic/routine tasks with basic scope.

Responsibilities

• Set up and review the scheduled drafting system for all loans on automatic payments; implement and update automatic member payment options for mortgage and equity loans
• Prepare, submit, enact and review offers for a Streamlined Rate Reduction in partnership with the mortgage origination team. Basic/Routine
• Process online communication requests to review and update member loans by Navy Federal employees
• Review data reports identifying possible discrepancies in member information and correct within MSP
• Verify accurate credit bureau reporting and reporting for equity loans with a freeze added or removed by Equity Lending in MSP system
• Review discrepancies in 1098 reporting and adjust as appropriate
• Review and process member requests for expedited equity loan checks
• Process, review, and verify Home Affordable Modification Alternative (HARMA) modifications at the direction of the mortgage originations team
• Review and maintain the drafting discount program, ensuring timely removal of the discount for members who delete or alter drafting to a non-Navy Federal account
• Review, verify, and when needed correct notifications to members of pending changes to loans (i.e. ARM. interest only to principal and interest) in accordance with timely notice requirements; generate documentation, enact and review the modification of 2/2 ARM rates for the member in accordance with original loan documentation
• Review accounts on Budget Easy Pay with funds in suspense and contact members to resolve, review reports of compromised automatic payment accounts and update accordingly
• Generate documentation, enact, and review the conversion of equity lines of credit to fixed equity loans in accordance with the original loan documents signed by the member
• Process Home Equity Lines of Credit (HELOC) credit card order requests
• Review errors identified by the Contact Center or Post Closing team on loans download where MSP does not match the signed documentation on file
• Process loan assumptions per documentation provided by the mortgage origination team
• Maintain the indices which determine the rates for ARM and equity loan variable rates
• Assist the Mortgage Correspondence team by providing detailed information responding to member letters and Navy Federal Online Account Access (NFOAA) correspondence, and monitor the fax database and distribute or respond appropriately to faxes received from members
• Discuss with members the options for recasting a loan, drawing up appropriate documentation, ensuring the recast is performed correctly
• Enter consumer and business loans to MSP systems that have not downloaded through existing automated processes or at the direction of Business Services
• Process collection and deferral modifications based on documentation provided by the Member Outreach area
• Partner with Mortgage Collections for the handling of loans where members have transferred title incorrectly
• Perform other duties as assigned

Qualifications

• Ability to work independently and in a team environment
• Effective in remaining diplomatic and tactful when interacting with staff, management, vendors, and members
• Effective verbal and written communication skills
• Basic skills in performing mathematical calculations and working accurately with numbers
• Basic skills in researching, analyzing, and problem solving
• Basic skills in interpreting and applying instructions
• Effective skills in word processing and spreadsheet software
• Basic skills in exercising initiative and using good judgment to make sound decisions
• Effective skills in organizing, planning, and time management to produce desired results and achieve goals and objectives
• Effective skill maintaining accuracy with attention to detail and meeting deadlines
• Effective skill examining and interpreting information quickly and accurately

Desired Qualification(s)

• Familiarity with Navy Federal mortgage products, services, programs, policies and procedures
• Familiarity with mortgage lending requirements, regulations, and procedures and mortgage servicing policies and practices
• Familiarity with mortgage & equity payment/payoff functions and related servicing regulations
• Familiarity with Navy Federal financial and credit transaction processes and mortgage servicing system
• Ability to analyze, comprehend, and explain complex mortgage loan accounts
• Exposure to automated lending systems
• NMLS certification

Hours: Monday - Friday, 8:30AM - 5:00PM

Location: 141 Security Drive, Winchester, VA 22602

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