Mortgage Servicing Agent I
TTCU Federal Credit Union, Tulsa, OK, United States
Title: Mortgage Servicing Agent I
Department: Mortgage
Reporting to: Mortgage Lending Supervisor
FLSA Classification: non‑exempt
Created Date: October 28, 2015
Revised Date: 01/30/2026
Position Summary
The Mortgage Servicing Agent I is an entry‑level servicing role responsible for performing core mortgage servicing functions while providing accurate, compliant, and timely support to members and internal partners. This position focuses on transactional servicing activities and member interaction.
Essential Job Functions and Responsibilities
Customer Interaction & Loan Servicing Support
Respond to inbound borrower phone calls and inquiries regarding loan accounts, payments, interest rates, and general servicing questions.
Research and resolve routine borrower issues, escalating complex matters as appropriate.
Provide clear, professional communication while maintaining regulatory and company compliance standards.
Payment Processing & Reconciliation
Post and apply borrower payments accurately and timely.
Reconcile invoices and payment discrepancies.
Identify and research posting errors or exceptions.
Loan Maintenance
Update interest rate changes and other routine loan attributes within the servicing system.
Perform basic loan account research and documentation.
Process assigned servicing tasks according to established procedures.
Operational Support
Maintain accurate loan notes and documentation.
Adhere to internal controls, quality standards, and service‑level expectations.
Collaborate with team members and supervisors to ensure consistent servicing results.
Minimum Qualifications
Educational Requirements
High School Diploma or GED required.
Certificates/Licenses
Reliable transportation is required.
Must have and maintain a valid driver’s license.
Experience
1 year of clerical experience with basic math proficiency skills is required.
Experience working in the mortgage industry preferred.
Additional Requirements
Job Knowledge
Basic knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint, and Outlook).
Good organization skills and attention to detail and accuracy.
Interpersonal Skills
Intermediate written and verbal communication skills required to facilitate sharing of information with members, staff, and external contacts.
Ability to create an atmosphere which promotes core values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to employees and members and fostering teamwork among employees.
Working Conditions
Work Environment: Routinely perform work indoors in a climate‑controlled shared work area with minimal noise.
Must be able to work independently or under supervision, plan own work activities, read and carry out complicated written and oral instructions, speak clearly, and perform basic mathematical calculations with extreme accuracy.
Must handle diverse personalities from diverse cultures, maintain high customer service, discretion, and composure under deadlines and fast‑paced environments, and handle multiple, simultaneous, and changing priorities.
Physical Demands: Remain stationary (sitting) for extended periods, occasional movement around the office, operate a computer and other office equipment.
Equal Opportunity Employer
All applicants and employees are covered under federal and state laws. The employer will provide the rights and information as required by law. For further information, please review the Know Your Rights notice from the Department of Labor.
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Department: Mortgage
Reporting to: Mortgage Lending Supervisor
FLSA Classification: non‑exempt
Created Date: October 28, 2015
Revised Date: 01/30/2026
Position Summary
The Mortgage Servicing Agent I is an entry‑level servicing role responsible for performing core mortgage servicing functions while providing accurate, compliant, and timely support to members and internal partners. This position focuses on transactional servicing activities and member interaction.
Essential Job Functions and Responsibilities
Customer Interaction & Loan Servicing Support
Respond to inbound borrower phone calls and inquiries regarding loan accounts, payments, interest rates, and general servicing questions.
Research and resolve routine borrower issues, escalating complex matters as appropriate.
Provide clear, professional communication while maintaining regulatory and company compliance standards.
Payment Processing & Reconciliation
Post and apply borrower payments accurately and timely.
Reconcile invoices and payment discrepancies.
Identify and research posting errors or exceptions.
Loan Maintenance
Update interest rate changes and other routine loan attributes within the servicing system.
Perform basic loan account research and documentation.
Process assigned servicing tasks according to established procedures.
Operational Support
Maintain accurate loan notes and documentation.
Adhere to internal controls, quality standards, and service‑level expectations.
Collaborate with team members and supervisors to ensure consistent servicing results.
Minimum Qualifications
Educational Requirements
High School Diploma or GED required.
Certificates/Licenses
Reliable transportation is required.
Must have and maintain a valid driver’s license.
Experience
1 year of clerical experience with basic math proficiency skills is required.
Experience working in the mortgage industry preferred.
Additional Requirements
Job Knowledge
Basic knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint, and Outlook).
Good organization skills and attention to detail and accuracy.
Interpersonal Skills
Intermediate written and verbal communication skills required to facilitate sharing of information with members, staff, and external contacts.
Ability to create an atmosphere which promotes core values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic, and professional demeanor while providing extraordinary service to employees and members and fostering teamwork among employees.
Working Conditions
Work Environment: Routinely perform work indoors in a climate‑controlled shared work area with minimal noise.
Must be able to work independently or under supervision, plan own work activities, read and carry out complicated written and oral instructions, speak clearly, and perform basic mathematical calculations with extreme accuracy.
Must handle diverse personalities from diverse cultures, maintain high customer service, discretion, and composure under deadlines and fast‑paced environments, and handle multiple, simultaneous, and changing priorities.
Physical Demands: Remain stationary (sitting) for extended periods, occasional movement around the office, operate a computer and other office equipment.
Equal Opportunity Employer
All applicants and employees are covered under federal and state laws. The employer will provide the rights and information as required by law. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr