Mortgage Member Service Specialist

We are seeking a customer-focused Mortgage Member Service Specialist to support members throughout the mortgage servicing lifecycle. This role serves as a primary point of contact for mortgage-related inquiries and provides exceptional service while ensuring accuracy, compliance, and timely resolution of member requests.

The ideal candidate is detail-oriented, empathetic, and knowledgeable in mortgage products and servicing processes.

Key Responsibilities

• Serve as a primary contact for members regarding mortgage accounts, payments, escrow, and loan information

• Respond to inbound calls, emails, and written inquiries in a timely and professional manner

• Assist members with payment processing, payoff requests, and account maintenance

• Explain mortgage terms, statements, and escrow analyses clearly and accurately

• Research and resolve account discrepancies, payment issues, and member concerns

• Process service requests such as address changes, due date changes, and automatic payments

• Ensure compliance with all regulatory requirements, policies, and procedures

• Document all member interactions accurately within servicing systems

• Collaborate with internal teams including Mortgage Operations, Escrow, and Collections

• Maintain a high level of member satisfaction while meeting quality and productivity standards

Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred

• 2+ years of experience in mortgage servicing, loan operations, or financial services

• Strong understanding of mortgage products, escrow accounts, and payment processing

• Excellent communication and customer service skills

• Strong attention to detail and problem-solving ability

• Proficiency with mortgage servicing systems and Microsoft Office

• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience working in a credit union or member-focused financial institution

• Knowledge of mortgage regulations (RESPA, TILA, CFPB guidelines)

• Call center or high-volume service experience

Why Join Us?

• Member-first culture with a strong service mission

• Stable organization with opportunities for growth

• Supportive and collaborative team environment

Pay Details: $18.00 to $22.00 per hour

Search managed by: Amaka Mozie

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.