Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices in south east Michigan, over 450 team members, 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press twelve years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Overview of Responsibilities: Delivers the desired member loan servicing experience by providing high quality service by telephone, e-mail, and fax, including using active listening to identify and address/resolve member needs and resolve member inquiries. 

Essential Duties and Responsibilities:

• Ensures member satisfaction by responding to non-complex loan servicing questions received in the Servicing call queue and internal ticketing system, such as waiving late fees, payoff quotes, and processing payoffs, in a timely and accurate manner. Effectively listens for cues and reviews account data to determine the nature and extent of members’ needs, resolve problems, and escalate as needed.
• Escalates complex items to the Servicing Specialist II, Servicing Specialist III, or Servicing Manager along with relevant supporting documentation.
• Advises members on lending servicing process, ensuring compliance with regulatory requirements.
• Processes simple mortgage and home equity payments, property taxes, and other escrow payments
• Prepares and processes mortgage discharges on paid in full loans for approval, signoff, and recording.  Follows up by mailing recorded documents to member.
• Assists with administrative functions and lending projects i.e., tracking and records documentation review, file organization, etc
• Uses servicing software to track insurance policies to ensure adequate coverage for hazard, Private Mortgage Insurance (PMI), flood insurance, and others as required.
• Keeps all escrowed account information current in mortgage servicing software.
• Understands and follows MSGCU policies, procedures, and guidelines. Completes duties within area of responsibility with a high level of accountability to ensure compliance with MSGCU and regulatory requirements.

Essential Knowledge, Skills, and Abilities:

• Member Focus: Uses active listening skills to gain understanding and determine the needs of others in order to help members achieve their financial objectives and deliver a member-focused mortgage servicing experience.  Identifies opportunities that will benefit the member by anticipating their needs.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, enthusiasm, and positive attitude. Highly resourceful, persistent, thorough, and accurate. Possesses strong organizational skills and the ability to prioritize multiple responsibilities simultaneously in a fast-paced environment.
• Communicates Effectively: Effective in a variety of communication settings by actively listening to others and adjusting to fit the needs of the audience. Provides timely and helpful information to others across the organization and encourages the open expression of varying opinions. Possesses excellent follow up skills.
• Instills Trust: Builds relationships and gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues. Maintains consistency between words and actions.
• Self-Development: Actively seeks new ways to grow, be challenged, and continuously improve using formal and informal development channels.             
• Proficiency with a variety of computer software applications including Mortgage Servicing Report Writer program and Microsoft Office software products (Excel, Word, Outlooks, PowerPoint). Proven ability to quickly understand and apply computer/technology applications.
• Knowledge of accounting records and above average mathematical proficiency.

Essential Preparation and Experience:

• High school diploma or GED; and
• 1 year of member-facing lending experience within a financial institution. 

Working Conditions:

§  Office and branch location environment with little discomfort from noise, extreme temperature, dust or other factors.

§  Occasionally required to travel throughout MSGCU's service area as business needs require.

§  Exposed to potentially hazardous conditions, such as robbery.  Receives detailed instructions and security procedures on an annual basis to minimize risk.

§  This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. Generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base pay is $18.50 / hour
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)