Reports to: Manager, 2nd Market & Post Close
Supervises: 0 (Direct) 0 (Indirect)
ESSENTIAL FUNCTIONS
Loan Funding & Boarding
- Review closed loan packages to ensure all funding conditions and requirements have been satisfied.
- Process and fund initial draws for Home Equity Lines of Credit.
- Coordinate funding activities with internal business partners.
- Ensure funding accuracy and compliance with regulatory and organizational requirements.
- Board funded loans into servicing and loan management systems.
- Verify loan terms, payment information, rate data, collateral information, and member details during the boarding process.
- Maintain complete and accurate loan records and documentation.
Mortgage Lien Recording & Satisfaction
- Prepare, submit, and track deeds of trust, and other security information for recording.
- Ensure liens are properly perfected and recorded within required timeframes.
- Review recorded documents for accuracy and resolve recording discrepancies.
- Process lien satisfactions and clear lien exception requests from title companies and external partners.
- File lien satisfactions with local county recorders or through electronic recording channels.
- Mail satisfied lien documentation to members.
- Coordinate with county recording offices, title companies, attorneys, and other third parties to resolve lien-related issues.
Home Equity Servicing
- Respond to internal service requests and member inquiries, providing timely and accurate updates regarding home equity accounts.
- Serve as a point of contact for members, credit union departments, and outside financial institutions regarding loan servicing matters.
- Calculate and provide payment projections for line of credit draws.
- Calculate and provide payment schedules for fixed-rate lock options.
- Assist members with rate lock requests by preparing Lock Agreements, obtaining member signatures, and establishing tracking within servicing systems.
- Restructure misapplied payments to ensure accurate loan accounting and member account maintenance.
- Modify line-of-credit tracking within the servicing platform according to Modification Agreements, court orders, or other authorized documents.
- Review monthly reports detailing the status of all booked home equity products and make corrections as needed.
Reporting & Quality Assurance
- Generate and maintain reports used to monitor department production, quality, and regulatory compliance.
- Perform quality control reviews to ensure account and data integrity.
- Identify, research, and resolve discrepancies impacting loan funding, servicing, or lien perfection.
- Support internal and external audits by providing requested documentation and reports.
Process Improvement & Team Support
- Provide support across loan servicing and post-closing functions as needed.
- Recommend and implement process improvement to enhance efficiency, accuracy, and member service.
- Collaborate with lending, servicing, operations, compliance, and vendor partners to resolve issues and improve workflows.
- Perform other duties and special projects as assigned.
EDUCATION/ EXPERIENCE
- Three to five years of Customer Service experience. Mortgage/HELOC experience preferred.
- High School Diploma or GED
OTHER SKILLS AND ABILITIES
- Strong understanding of home equity loan and line-of-credit products.
- Knowledge of mortgage documentation, title requirements, recording procedures, and servicing operations.
- Ability to calculate payment schedules, projections, and loan modifications accurately.
- Strong analytical and problem-solving skills.
- Excellent attention to detail and organizational abilities.
- Ability to manage multiple priorities while meeting deadlines and service-level expectations.
- Strong verbal and written communication skills.
- Proficiency with Microsoft Office applications and loan servicing systems.
- Commitment to delivering exceptional member service and maintaining regulatory compliance.
SERVICE STANDARDS:
- Build confidence that you will help through your words and actions.
- Minimize the team/member’s effort.
- Personalize the Experience
- Show that you care about the person and the issue.
- Adapt to the team/member’s pace, style, and emotional tone.
- Be Authentic
- Be present in the conversation to avoid sounding mechanical.
- Understand, then Solve
- Aim for one-call resolution.
- Address the underlying issue vs. just the request.
- Be crystal clear on next steps.
- Be Curious to Exceed Expectations
- Pick up on cues and clues indicating other needs.
- Engage in conversation to discuss broader needs.
- Help the member access additional resources, products, and services to gain more value.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
Typical office – no hazardous or unpleasant conditions.
DISCLAIMER:
Y-12 Federal Credit Union checks all Mortgage Loan Originators and Employees against the GSA Excluded Parties List, HUD LDP List, and FHFA SCP List as a part of our Hiring Procedures. All NMLS registered MLO’s for Y-12 Federal Credit Union have been checked against these lists and will screen all mortgage employees on a semi-annual or annual basis, as required.
We are an EEO Employer
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.