Bilingual Member Services Specialist - Residential Mortgage Loan Servicing
About the job
- Communicate verbally and in writing with borrowers and clients in English and Spanish.
- Have 2–5 years of mortgage servicing or customer service experience.
- Be bilingual.
- A degree is preferred, or an equivalent combination of education.
- Prior FICS or MSP experience is a plus.
- Receive member inquiries by phone, email, and chat.
- Assist borrowers with payments and resolve their questions.
- Manage upset members and focus on resolving the issues presented.
- Partner with other mortgage departments or clients to resolve identified issues promptly.
- Document loan-level updates clearly in the system of record.
- Drive first-call resolution by clarifying needs, listening thoroughly, setting member expectations, and providing timely follow-up when needed.
- Follow call scripts to ensure compliance with department procedures, applicable laws, and regulations.
- Investigate and resolve issues with returned or misapplied payments.
- Collaborate with partner credit unions to provide status updates and requested reporting.
- Identify and recommend potential process improvements to enhance the borrower experience.
- Prior FICS or MSP experience.
About the company
FocusOne is a financial-services company supporting credit unions with collections and recovery operations. The company provides delinquency management, member outreach, asset recovery, and related back-office services. It serves credit unions, their members, lenders, and financial operations teams. Its operating model centers on specialized service teams work within client policies, regulatory requirements, and documented account workflows. Teams work across collections, member service, compliance, account operations, analytics, and client management. The business combines technical knowledge, practical execution, and ongoing support across the markets it serves.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
Houston, Texas
Founded
1998
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Simplify's Take
What believers are saying
- September 2026, FocusOne said mortgage volume recovered while Q2 production expense hit $10,936.
- October 2026 website updates show active hiring and fall conference attendance.
- GENCO FCU joined as Class B owner-investor in June 2025, widening ownership.
What critics are saying
- The 2026 Houston servicing launch creates compliance, integration, and servicing-error risk immediately.
- Credit unions can shift away if FocusOne misses member service, killing renewals by 2027.
- Heavy dependence on a handful of CU partners makes one major defection existential.
What makes FocusOne unique
- Since 1998, FocusOne bundled auto lending, mortgage lending, servicing, and insurance for credit unions.
- December 2025, AMOCO and First Community chose FocusOne for a Houston mortgage-servicing venture.
- FocusOne's 2026 rebrand unified CUAC, Member Auto Center, Member Home Loan, and CU Alliance.
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Benefits
- Hybrid Work Options
- Flexible Work Hours