FocusOne · 5 months ago
Mortgage Servicing: Member Services Specialist
Houston, TX
Full-time
Onsite
Entry, Mid Level
2+ years expFocusOne is a Credit Union Servicing Organization located in Northwest Houston, seeking a detail-oriented Member Services Specialist to provide outstanding support to credit union partners and their members. In this role, you will be the first point of contact for mortgage servicing inquiries, assisting members with questions related to payments, escrow, taxes, and loan servicing while ensuring compliance and excellent customer service.
Financial Services
Responsibilities
Receive incoming (phone, email, chat) member inquiries
Assist borrowers in making payments and resolving questions
Ability to manage upset members and focus on resolving the issues presented
Understand and partner with other mortgage departments or clients to assist in the immediate resolution of identified issues
Clearly document loan level updates in the system of record
Drive first call resolution. Asking questions to clarify needs, listening thoroughly, setting expectations with the members, and providing timely follow-up if needed
Follow call scripts to ensure compliance with all department procedures, applicable laws, and regulations
Investigate and resolve issues with returned or misapplied payments
Collaborate closely with partner Credit Unions to provide status updates and requested reporting
Identify and recommend potential process improvements that could enhance borrower experience
Qualification
Required
Excellent communication skills, both verbal and written, to effectively interact with borrowers and clients
Detail and follow-up oriented
Initiative-taker with ability to work independently and manage time effectively
In collaboration skills to work effectively with other departments and clients
2 – 5 years mortgage servicing or Customer Service experience
Degree preferred, or equivalent combination of education
Preferred
Prior FICS or MSP experience is a plus
Bilingual a plus
Company
FocusOne
To better represent our dedication to credit unions and singular focus to help our owners and partners thrive in today’s extremely competitive finance landscape, we have rebranded as FocusOneTM.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Adrian Dominguez
President & CEO
Kurt Howard
Chief Operating Officer
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