Mortgage Loan Servicing Representative at Ent Credit Union in Colorado Springs, Colorado

Job Description:

Position Description:

The Mortgage Loan Servicing Representative’s role is to provide member service to members with first mortgage active and paid in full loans with Ent Credit Union. This position is responsible for responding to and completing member requests in accordance with Federal National Mortgage Association (FNMA, aka ‘Fannie Mae’), Federal Housing Administration (FHA) and Veterans Administration (VA) servicing guidelines, federal lending regulations, The Consumer Financial Protection Bureau (CFPB) requirements and Credit Union Policies and Procedures.

Essential Job Duties and Responsibilities:

• Complete and respond to member requests either in person or through electronic mediums. They will answer questions; perform various monetary transactions and loan file maintenance related to the member’s first mortgage loan in accordance with Fannie Mae, VA and FHA servicing guidelines, federal lending regulations and The Consumer Financial Protection Bureau requirements.


• Utilize and update the database to assign and document completion of incoming requests received by mail, fax, and email to the appropriate team and/or individual in accordance with Fannie Mae, VA and FHA servicing guidelines, federal lending regulations and The Consumer Financial Protection Bureau requirements.  

Minimum formal education required for this position:

• High school graduate or equivalent

Minimum work experience:

• 6 months in customer service environment—financial services / call center preferred

Technical or specialized knowledge/skills:

• Ability to quickly learn and master basic concepts relevant to mortgage lending required.


• Previous exposure to, or basic understanding of, mortgage loan terminology, regulations, products, processes and services strongly preferred


• Ability to comprehend mortgage documents such as purchase contracts and appraisals


• Independently prioritize and manage workload


• Organizational skills for multi-tasking


• Detailed oriented


• Flexibility and willingness to take on other tasks


• Ability to adapt in an ever-changing environment


• Display positive, professional demeanor


• Self-motivated to work independently with little supervision


• Initiative to meet and/or exceed job standards


• Effective verbal and written communication skills


• Computer skills to include Microsoft Word and Excel


• Analytical and mathematical skills


• Type a minimum of 30 wpm

Certifications required:

• None

Environmental, physical and psychological requirements: 

• Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, and operating a telephone.   Demands for visual and auditory acuity are typical of an office environment.  Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances.  Must be able to lift up to 40 lbs.

Starting Hourly Rate:$14.47+