FocusOne

Credit union collection services

Mortgage Servicing: Member Services Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeHouston, TX, USA$45k - $50k /yrIn-person

About the Job

Requirements

The candidate should have 2 to 5 years of mortgage servicing or customer service experience.
The candidate should have a degree or an equivalent combination of education.
The candidate should have strong verbal and written communication skills to interact effectively with borrowers and clients.
The candidate should be detail- and follow-up-oriented.
The candidate should be able to take initiative, work independently, and manage time effectively.
The candidate should be able to collaborate with other departments and clients.

Responsibilities

Receive member inquiries by phone, email, and chat.
Assist borrowers with making payments and resolving 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 in the system of record.
Drive first-call resolution by clarifying member needs, listening thoroughly, setting 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 involving returned or misapplied payments.
Collaborate with partner credit unions to provide status updates and requested reporting.
Identify and recommend process improvements that could enhance the borrower experience.

Desired Qualifications

Prior experience with FICS or MSP is a plus.
Bilingual ability is a plus.

Join Our Team as a Member Servicing Specialist in our Servicing Department!

FocusOne, a Credit Union Servicing Organization (CUSO) located in Northwest Houston, partners with credit unions to deliver exceptional mortgage and auto lending services. FocusOne Mortgage Solutions is seeking a detail-oriented Member Services Specialist to provide outstanding support to our credit union partners and their members.

In this role, you'll be the first point of contact for mortgage servicing inquiries, ensuring prompt, accurate, and professional responses. You will assist members with questions on payments, escrow, taxes, and loan servicing, while maintaining compliance and upholding our commitment to excellent customer service.

ESSENTIAL DUTIES and PERCENT OF TIME SPENT:

Receive incoming (phone, email, chat) member inquiries.
Assist borrowers in making payments and resolving questions.
Ability to manage upset members and focus on resolving the issues presented.
Understand and partner with other mortgage departments or clients to assist in the immediate resolution of identified issues.
Clearly document loan level updates in the system of record.
Drive first call resolution. Asking questions to clarify needs, listening thoroughly, setting expectations with the members, and providing timely follow-up if needed.

Follow call scripts to ensure compliance with all department procedures, applicable laws, and regulations.
Investigate and resolve issues with returned or misapplied payments.
Collaborate closely with partner Credit Unions to provide status updates and requested reporting.

Identify and recommend potential process improvements that could enhance borrower experience

KNOWLEDGE AND SKILLS:

Excellent communication skills, both verbal and written, to effectively interact with borrowers and clients
Prior FICS or MSP experience is a plus
Detail and follow-up oriented.
Initiative-taker with ability to work independently and manage time effectively.
In collaboration skills to work effectively with other departments and clients.

EXPERIENCE:

2 – 5 years mortgage servicing or Customer Service experience
Degree preferred, or equivalent combination of education
Bilingual a plus

About the Company

FocusOne

Credit union collection services

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: Not listed
Total funding: Not listed
Headquarters: Houston, TX
Founded: 1998

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