Mortgage Servicing Agent I

Job Description

Title: Mortgage Servicing Agent I

Department: Mortgage

Reporting to: Mortgage Lending Supervisor

FLSA Classification: non-exempt

Created Date: October 28, 2015

Revised Date: 01/30/2026

Position Summary

The Mortgage Servicing Agent I is an entry-level servicing role responsible for performing core mortgage servicing functions while providing accurate, compliant, and timely support to members and internal partners. This position focuses on transactional servicing activities and member interaction.

Essential Job Functions and Responsibilities

* Customer Interaction & Loan Servicing Support

o Respond to inbound borrower phone calls and inquiries regarding loan accounts, payments, interest rates, and general servicing questions.

o Research and resolve routine borrower issues, escalating complex matters as appropriate.

o Provide clear, professional communication while maintaining regulatory and company compliance standards.

* Payment Processing & Reconciliation

o Post and apply borrower payments accurately and timely.

o Reconcile invoices and payment discrepancies.

o Identify and research posting errors or exceptions.

* Loan Maintenance

o Update interest rate changes and other routine loan attributes within the servicing system.

o Perform basic loan account research and documentation.

o Process assigned servicing tasks according to established procedures.

* Operational Support

o Maintain accurate loan notes and documentation.

o Adhere to internal controls, quality standards, and service-level expectations.

o Collaborate with team members and supervisors to ensure consistent servicing results.

Minimum Qualifications

Educational Requirements

High School Diploma or GED required.

Certificates/Licenses

Reliable transportation is required.

Must have and maintain a valid driver's license.

Experience

1 year of clerical experience with basic math proficiency skills is required

Experience working in the mortgage industry preferred

Additional Requirements

Job Knowledge

* Basic knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint, and Outlook)

* Good organization skills and attention to detail and accuracy

Interpersonal Skills

* Intermediate written and verbal communication skills required to facilitate sharing of information with members, staff, and external contacts.

* Ability to create an atmosphere which promotes TTCU's Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to employees and members and fostering teamwork among employees.

Working Conditions

Work Environment

* Routinely perform work indoors in climate controlled shared work area with minimal noise

* Must be able to perform job functions either independently or under supervision and work effectively on own. Must be able to plan their own work activities as well as take direction. Must be able to read and carry out various complicated written and oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy and be able to explain the various interest types and escrow to members. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Physical Demands

* Must be able to remain in a stationary position (e.g., sitting at a desk) for extended periods.

* Occasional movement around the office to attend meetings or collaborate with team members.

* Ability to operate a computer and other office equipment as needed.

Employee Statement of Understanding

I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.

I am able to perform all of the essential functions of this position.

I agree to comply with the corporate compliance policy and all laws, rules, regulations, and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.

As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.