Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Mortgage Servicing Research Specialist to work onsite at our Irving, Texas service center. The primary purpose of this role is to maintain continuous member contact to address written communication with members in multiple formats. The individual will be responsible for providing responses in a professional, accurate, and timely manner. In addition, the individual will route specific inquiries to appropriate areas of expertise if the inquiry is outside the expected breadth of knowledge. Problem solving skills and the ability to make sound judgement loan decisions on mortgage issues is required. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. + Professionally answer member’s questions and concerns regarding the servicing of their mortgage loan(s), which includes knowledge on, but is not limited to, billing statements, payments, member correspondence, escrow (tax, insurance, PMI and escrow analysis), payment history and current activity, loan rates and impacts to PITI (principal, interest, tax, insurance), misapplied payments and payment reversals; have knowledge of and adhere to federal, regulatory, agency or investor, state, Pentagon Federal Credit Union and/or additional guidelines as applicable. + Processing of payoff quotes, verification of mortgage, address/phone number changes, amortization schedules, payment histories, submitting and completing tasks. + Document all member contact thoroughly and accurately through the utilization of the mortgage loan servicing system and/or systems of record as applicable. + Provide assistance, as applicable, to address, document, and resolve all member complaints filed with regulatory agencies including, but not limited to, NCUA, CFPB, BBB, etc.; provide a response in an appropriate regulatory timeframe or as required in accordance with PenFed’s policies and procedures. + Support notice of errors issues and requests for information tasks by assisting with the documentation and resolution of said issues in accordance with CFPB, applicable regulatory agencies, and/or in accordance with PenFed’s policies and procedures. + Monitor and ensure assigned tasks are being completed in an accurate and timely fashion in accordance with established standard levels of service. + Maintain the ability to address servicing issues by conducting loan-level research on presented issues and provide a sound resolution through various forms of communication. + Assist with improvement plan execution processes and escalates risks and/or operational deficiencies identified to direct leadership. Qualifications Equivalent combination of education and experience is considered. + Bachelor’s Degree or combination of education and experience that provides necessary skills and knowledge to satisfactorily perform the essential job functions. + Minimum of three (3) years in a financial institution with exposure to mortgage residential lending or mortgage servicing required. + Possess knowledge and recognition of loan related documents such as Note, Mortgage/Deed of Trust, Riders, Title Commitment, Assignments, and understanding all closing file documents. + Experience resolving complaints by completing loan level research and identifying other internal departments to assist in providing resolution to member inquiries. + Strong oral and written communication skills required. + Ability to work in multiple systems to obtain loan information and complete research for members in a timely manner. + Ability to work under pressure in a fast-paced, priority work environment. + Ability to work effectively in a team-oriented environment as well as independently. + Ability to always present a positive and professional demeanor. + Proficient in Microsoft Word, Excel, Outlook, Black Knight, Penguin, Hogan, Salesforce and open to learn other upgradable mortgage software as it becomes available. Supervisory Responsibility This position will not supervise employees. Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and to be on-call as needed is required. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.