What are the responsibilities and job description for the Mortgage Loan Servicing Representative (Remote-Hybrid) position at NASA Federal Credit Union?
NASA Federal Credit Union is in search of a Mortgage Loan Servicing Representative responsible for delivering exceptional customer service via telephone, mail, and email while assisting members with NASA FCU lending products and services. The Mortgage Loan Servicing Representative will maintain accurate data in our loan servicing systems for mortgage loans as well as acting as a member and branch liaison for all mortgage loan transaction-related questions. This position will onboard new first mortgages, set up escrow accounts for new mortgages, post payments and payoffs to mortgages, and process annual escrow analysis. It will also respond to internal and external email communications and track recordation and process lien releases for first mortgages and home equity Deeds of Trust. The Mortgage Loan Servicing Representative will be responsible for auditing/maintaining MERS system and processing mortgage corrections, transfers due to security breach or removal of member from account, as well as credit bureau reporting and corrections.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following with other duties may be assigned.
Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Level I:- Address member correspondence via inbound/outbound phone calls and email
- Ensures accurate and timely generation of periodic billing statements
- Onboards new first mortgages to FICS
- Handles all internal/external member inquiries pertaining to documents (Notes, Deeds of Trust, Title Policies)
- Completes Verification of Mortgage forms
- Processes payoff requests and transactions for all real estate loan types
- Posts payments to all real estate loan types
- Responsible for mailing Goodbye (Retail Sold) and Welcome letters (Correspondent)
- May be cross trained in select duties of the Mortgage Loan Servicing Representative II position
- Sets up escrow accounts for new mortgages
- Performs servicing transfers for loans sold to new investors
- Responsible for transferring mortgages to investors in MERS in a timely manner
- Tracks recordation and processes lien releases on first mortgage and home equity Deeds of Trust
- Files all mortgage documents within the vault and tracks outgoing original documents
- Verifies accuracy of 10% of new mortgages and critical fields
- Responsible for research and corrections to mortgages
- Responsible for mortgage account transfers due to security breach or removal of member from account
- Has a thorough knowledge of FCRA; responsible for credit bureau reporting, disputes, and corrections
- Assists in the preparation of yearly 1098 and 1099 tax forms
- Reviews daily, weekly, and monthly reports
- May also be responsible for all or part of the duties of the Mortgage Loan Servicing Representative I position
- May be cross trained in select duties of the Mortgage Servicing Representative III position
- Reviews and audits new escrow setups for accuracy
- Disburses payment of taxes, insurance, and private mortgage insurance
- Contacts member regarding delinquent taxes and cancellation of insurance
- Responsible for the force placement of hazard and flood insurance as needed
- Coordinates with Management to pay delinquent taxes to prevent tax sale; redeems collateral from tax sale
- Analyzes, prepares, and mails annual escrow analysis statements
- Processes final escrow disbursements
- Reviews member requests for waiver of existing escrow accounts
- Reviews member requests for waiver of private mortgage insurance
- Coordinates mortgage hazard and flood insurance claims
- Files blanket coverage claims for home equity lines/loans
- Processes and verifies all rate adjustments on Adjustable Rate Mortgages and Commercial Loans
- Responsible for verifying monthly and quarterly rate adjustments on Home Equity Lines of Credit
- Responsible for loan modifications/partial releases on all real estate loan types
- Responsible for reviewing and processing year-end tax statements
- Completes MERS audits, tracks receipt of transfers on Correspondent Loans
- Responsible for servicing mortgages under the Servicemember’s Civil Relief Act (SCRA)
- May also be responsible for all or part of the duties of the Mortgage Loan Servicing Representative I and II positions
- A high school diploma or general education degree (GED) and one-year relevant experience and/or training required
- Excellent communication skills – written, oral, and listening
- Ability to work independently, as well as collaboratively
- Acute sense of urgency, with strong time management skills – meeting critical deadlines/goals with accurate work
- Ability to prioritize and multi-task
- Must be proficient in Microsoft Suite
- A high school diploma or general education degree (GED) and two to four years relevant experience required
- Bachelor’s Degree in relevant field preferred and three to six years relevant experience required
- Strong knowledge of mortgage systems, mortgage procedures, credit union and governmental agency regulations and policies.
- $45,000 - $65,520 / Annually (based on experience and level)
- Remote-Hybrid (will require onsite presence)
NASA Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more.
Insurance coverage begins the 1st day of the month, following 30 days after hire date.
*100% Credit Union-Paid
- Full-Time Employee Benefits (Includes all Part-Time benefits listed below)
- Health Insurance (Choice of two nationwide PPO plans)
- High Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible) *
- Low Deductible Plan: Generous employer contribution toward premium. (FSA compatible)
- Dental Insurance: Generous employer contribution toward premium
- Vision Insurance: Generous employer contribution toward premium
- Long-term Disability Insurance *
- Flexible Spending Medical Account (FSA)
- Flexible Spending Dependent Care Account
- Health Savings Account (HSA)
- Voluntary Supplemental Life Insurance
- Voluntary Dependent Life Insurance
- Voluntary Short-term Disability Insurance
- Voluntary Long-term Care Insurance
- Part-Time Employee Benefits
- 401(k) with employer match up to 6% and immediate 100% vesting
- Gain Sharing Bonus (eligibility rules apply)*
- Life Insurance/AD&D *
- Vacation Leave (excluding Outside Loan Officers)
- Sick and Safe Leave
- 11 Paid Holidays
- Education Assistance
- Employee Referral Bonus*
- Credit Union Membership Eligible
- Employee Assistance Program *
- Identity Theft Protection (Additional fee to add family members) *
- Pet Health Insurance
- Employee Discount Program
All benefits are based on meeting NASA Federal Credit Union’s eligibility requirements and the carrier’s terms and conditions.
Position is overtime eligible. Posted 10/24/25.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $45,000 - $65,520
