Member First Mortgage

Role Description Join Our Team as an Early Intervention Specialist I! Member First Mortgage is seeking a compassionate and customer-focused Early Intervention Specialist I to join our Home Preservation team. In this role, you'll serve as the primary point of contact for borrowers with delinquent mortgage accounts, helping them understand available payment options and navigate challenging financial situations while working toward positive outcomes. - Proactively manage delinquent mortgage accounts through early outreach, borrower engagement, and loss mitigation efforts. - Ensure compliance with all applicable federal and state regulations. - Make outbound collection calls in a professional, empathetic manner and respond to inbound borrower calls and written communications. - Prepare and send required written notices related to delinquent accounts. - Research borrower information to confirm valid contact details. - Analyze borrower financial situations to determine the causes of delinquency and discuss available payment options, including government assistance programs. - Refer and escalate accounts as needed for further review. - Accurately update system notes and codes to monitor collection efforts and account status. - Identify and communicate potential underwriting trends or issues contributing to delinquent accounts. - Provide informed, professional, and accurate service to borrowers while maintaining confidentiality. - Willingness and ability to work occasional evening and weekend shifts as business needs require. - Perform other related duties as assigned. Qualifications - 1-3 years of experience in mortgage servicing, collections, banking, or customer-facing phone-based roles is required. - Prior mortgage or banking experience is preferred. - Experience working with delinquent accounts or borrower outreach is preferred. - ICE MSP experience is a plus. - High school diploma or GED required. - Strong customer service and customer-facing skills. - Previous experience working in a phone-based customer service or collections environment. - Ability to communicate clearly and effectively, both verbally and in writing. - Strong analytical and problem-solving skills. - Ability to build rapport with borrowers while handling sensitive financial conversations. - Strong listening skills and the ability to remain professional in difficult situations. - Ability to handle high-pressure environments where customers may be upset, adversarial, or reluctant to accept assistance. - Strong time management and organizational skills with the ability to prioritize tasks and meet deadlines. - Detail-oriented with excellent accuracy and follow-through. - Ability to work independently while also contributing as part of a collaborative team. - Proficiency with Microsoft Excel, Outlook, general PC applications, and computer systems. Requirements - Ability to sit for extended periods while working at a computer. - Frequent use of a computer, keyboard, and telephone throughout the workday. - Ability to occasionally stand, walk, and lift up to 10 pounds. Work Environment This is a remote position. Candidates must reside within commuting distance of Grand Rapids, MI for occasional meetings and training, as needed. - Required Work Schedule: Tuesday – Friday: 8:30 AM – 5:00 PM ET (Remote) - Assigned late shift (Monday): 10:00 AM – 6:30 PM ET Benefits - Pay: $19-$21/hour - Generous and competitive healthcare packages - Employer-paid Short-Term and Long-Term Disability - Employer-paid Life Insurance - 100% employer-paid Vision coverage - 401(k) with company match - 20 days PTO with no waiting period - Fun, collaborative, team-focused work environment Why Join Member First Mortgage? As an Early Intervention Specialist I, you'll play a vital role in helping borrowers navigate difficult financial situations while making a meaningful impact on their financial future. You'll join a supportive team that values collaboration, exceptional member service, and professional growth. If you're looking for an opportunity to build your career with a company that is dedicated to your success and committed to helping people, we'd love to hear from you. Apply today and become part of the Member First Mortgage team!

Title: Payment/Payoff Specialist (HYBRID or REMOTE) Job Location: Hybrid/In-office (Grand Rapids) Position Type: Full Time Schedule: Monday–Friday, 8:30 AM–5:00 PM Compensation: $19.61 – $24.51 per hour Compensation: $19.61 – $24.51 per hour Description Member First Mortgage is seeking a detail-oriented and customer-service-driven Payoff Specialist to join our Servicing – Payments/Payoff team. This role is responsible for processing loan payoffs, payment applications, discharge processing, and related servicing functions that ensure accurate and timely resolution of paid-in-full loans. In this role, you will manage payoff transactions, monitor loan balances, process incoming payments from multiple channels, and support servicing operations related to suspense accounts, NSF items, and maturing loans. The ideal candidate is highly organized, accurate, and able to work efficiently in a fast-paced financial services environment while delivering excellent service to members and internal partners. Founded on the credit union philosophy of “People Helping People,” Member First Mortgage provides full-service mortgage solutions to over 200 credit unions nationwide. We are committed to integrity, accuracy, and exceptional service, while fostering a supportive and collaborative workplace culture. Benefits We Offer - Generous and competitive healthcare packages - Employer-paid short-term and long-term disability - Employer-paid life insurance - 100% employer-paid vision coverage - 401(k) plan with company match - 20 days PTO with no waiting period - Fun, collaborative, and team-oriented environment Responsibilities - Process incoming payments from all sources in a timely and accurate manner, including ACH, EFT, lockbox, and other payment channels - Handle NSF items, including payment reversals and corrections - Process loan payoffs and manage paid-in-full (PIF) accounts - Monitor and manage suspense, unapplied, and unidentified funds - Review and act on low loan balance reports, including issuing payoff and low balance letters - Monitor payoff-related fees and ensure accuracy of discharges and related documentation - Track and monitor maturing loans and communicate payoff expectations to members - Provide backup support for servicing phone queues, emails, and voicemails - Ensure compliance with internal policies and servicing guidelines - Perform additional duties as assigned Education & Experience - High school diploma or GED required - Associate or bachelor’s degree preferred - 2–4 years of experience in mortgage servicing, lending operations, or related financial services required - Prior experience in banking, credit union teller operations, payment processing, lockbox, or cash applications strongly preferred Required Skills & Qualifications - Strong attention to detail and accuracy in data entry and financial processing - Ability to analyze financial data and interpret loan documents - Excellent communication and problem-solving skills - Strong organizational and time management skills with the ability to prioritize multiple tasks - Ability to work independently in a fast-paced environment with minimal supervision - Proficiency with loan servicing systems and Microsoft Office Suite - Strong customer service mindset and ability to communicate professionally with internal and external stakeholders Physical Requirements While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally lift and/or move up to 10 pounds. The employee is frequently required to spend extended periods working at a computer and communicating via phone and email. Work Environment This position may be performed in a hybrid or remote work environment, depending on business needs and qualifications. Regular weekday hours are required. If you are looking for a company that is dedicated to your success and is committed to providing exceptional service, we encourage you to apply! Compensation $19.61- $24.51 per hour

Title: Processor (REMOTE) Location: Grand Rapids, MI Job Description: Job Description: Processor Fully Remote Member First Mortgage is seeking a Processor to join our growing Processing team. This is an excellent opportunity to join our award-winning team which has been recognized as Best and Brightest companies to work for in the nation! In this role you will be responsible for providing clerical support for all mortgage loan processing activities. Obtains and verifies necessary information and prepares documents for underwriting and closing review. Founded on the credit union philosophy of 'People Helping People', we have become the trusted full-service mortgage provider to over 200 credit unions across the U.S. This philosophy, along with our core values of honesty and integrity, make careers with Member First Mortgage dynamic and rewarding through our friendly and family-oriented culture that is dedicated to the growth and success of our employees. Benefits We Offer: - Generous and competitive healthcare packages - Employer paid short-term and long-term disability - Employer paid Life Insurance - 100% Employer paid Vision - 401K Plan with match - 20 days PTO - no waiting periods! - Fun, laid back, and collaborative team environment. Responsibilities: - Reviews new residential loan application files to verify that application data is complete and meets Company standards, including type and amount of mortgage, borrower assets, liabilities, and length of employment. Clarifies missing or questionable information and tracks development of information to ensure compliance with underwriting guidelines. Clears prior to funding conditions. - Communicates status of loans to buyer, seller, realtor, credit union and title company. Resolves or refers requests and problems promptly and courteously. - Calls or writes credit bureau and employer to verify accuracy of information. - Orders and follows up on essential third-party items from vendors (i.e., appraisal, title, flood certificate, written verification of income/employment, payoffs, etc.). - Records data on status of loans, including number of new applications and loans approved, canceled, or denied. Prepares monthly status report. Experience: 10 years' experience in mortgage loan processing Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree). Other Skills: - Understanding of the mortgage loan processing functions, including FHA/VA and conventional lending. - Knowledge of mortgage related requirements, procedures, and underwriting criteria. - Ten key calculator, typewriter and keyboard skills. - Good basic math skills. - Well organized. Physical Requirements: While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally lift and/or move up to 10 pounds. The employee is frequently required to spend extended hours in front of a computer screen, use hands and fingers, and to speak in and listen carefully on the telephone. Work Environment: Schedule: Monday through Friday, 8:30am – 5pm EST. While performing the duties of this job, the employee regularly works in a remote and/or in office setting. If you are looking for a company that is dedicated to your success and is ethically motivated to provide exceptional member service, we encourage you to apply!

Role Description Member First Mortgage is seeking an experienced and highly motivated Mortgage Consultant to join our team! This fully remote position is ideal for a professional mortgage originator who thrives in a sales-driven environment, values strong relationships with credit unions and members, and is passionate about helping borrowers achieve homeownership. - Originate mortgage loans and manage loan pipeline. - Support credit unions with all mortgage origination needs. - Interview members and discuss loan options. - Guide borrowers through the mortgage process. - Ensure a high level of service, professionalism, and compliance. - Grow within a collaborative and mission-driven organization. Qualifications - 3–5 years of mortgage origination experience required. - Proven sales record with a demonstrated history of meeting or exceeding production goals. - Prior credit union mortgage experience strongly preferred. - Bilingual skills are a significant plus. Requirements - Must possess a current and active NMLS license. - Must be able to successfully pass a background check. - Strong working knowledge of federal lending regulations, including FHA, VA, FNMA, and FHLMC guidelines. - Solid understanding of creditworthiness and loan qualification standards. - Knowledge of loan policies, mortgage products, processing, and underwriting guidelines. - Familiarity with title reports, insurance, and appraisal processes. - Excellent communication, public speaking, and interviewing skills. - Strong analytical, financial, and problem-solving abilities. - Proven ability to manage time effectively, prioritize tasks, and maintain attention to detail. - Outgoing, motivated, professional, and well-spoken demeanor. - Highly self-motivated while also working effectively within a team environment. - Remote work experience required. - Must have a dedicated remote workspace with reliable internet and phone service. - Proficiency with mortgage-related computer applications and systems. Benefits - Generous and competitive healthcare packages. - Employer-paid short-term and long-term disability. - Employer-paid life insurance. - 100% employer-paid vision coverage. - 401(k) with match. - 20 days PTO — no waiting period. - Fully remote work environment. - Fun, collaborative, team-focused culture.

Role Description Member First Mortgage is seeking a detail-oriented, organized, and customer-service-driven Servicing Assistant I to support our Servicing Department. This role provides telephone and electronic support to borrowers and assists internal teams with mortgage servicing tasks, ensuring accurate and timely processing of member requests. - Serve as a key point of contact within the department, handling member inquiries. - Assist with documentation and support daily operational tasks. - Maintain accurate documentation of all communications and actions in internal systems. - Pivot between different tasks and support various departmental projects as needed. - Work independently while collaborating with team members to ensure high service levels. - Escalate complex issues or concerns to the appropriate team member. - Perform other related duties as assigned. Qualifications - 0–2 years of experience in a customer service or office environment preferred. - Basic knowledge of mortgage documents is helpful. - Experience in a mortgage servicing or financial environment is a plus. - High school diploma or GED required. - Additional coursework or education in finance, business, or related field preferred. Requirements - Strong customer service mindset with relationship-building skills. - Basic knowledge of mortgage documents and servicing terminology. - Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams. - Detail-oriented and highly organized. - Ability to follow detailed instructions and work independently. - Ability to pivot between multiple tasks efficiently. - Strong communication skills, both verbal and written. - Ability to handle confidential information with discretion and professionalism. Benefits - Generous and competitive healthcare packages. - Employer paid short-term and long-term disability. - Employer paid Life Insurance. - 100% Employer paid Vision. - 401K Plan with match. - 20 days PTO - no waiting periods! - Fun, laid back, and collaborative team environment.

Title: Escrow Member Service Specialist (HYBRID/REMOTE) Location: Grand Rapids, MI Job Description: Member First Mortgage is seeking a detail-oriented, organized, and customer-service-driven Escrow Member Service Specialist to support our Escrow Department. This role provides skilled telephone and electronic support to borrowers regarding escrow accounts, taxes, insurance, and related mortgage servicing matters. You will serve as a primary point of contact within the Escrow Call Queue, assisting members with escrow-related questions, resolving concerns, and ensuring a high level of service and accuracy. The ideal candidate has prior call center experience, a background in mortgage servicing, and thrives in a fast-paced environment while maintaining professionalism and attention to detail. Founded on the credit union philosophy of “People Helping People,” Member First Mortgage provides full-service mortgage solutions to over 200 credit unions nationwide. Our commitment to honesty, integrity, and exceptional service creates a supportive, collaborative, and rewarding workplace. Benefits We Offer: - Generous and competitive healthcare packages - Employer paid short-term and long-term disability - Employer paid Life Insurance - 100% Employer paid Vision - 401K Plan with match - 20 days PTO - no waiting periods! - Fun, laid back, and collaborative team environment. Responsibilities: - Answer incoming calls and respond to member emails and voicemails within the Escrow Call Queue. - Handle member questions related to escrow accounts, property taxes, hazard insurance, escrow analyses, shortages, and payment changes. - Resolve member concerns in accordance with established department policies and procedures. - Address complaints professionally and escalate complex issues as appropriate. - Forward specialized escrow questions to the appropriate team member when necessary. - Provide backup support to the Call Center and Escrow Specialists, including assisting with departmental projects. - Maintain accurate documentation of all communications and actions in internal systems. - Perform other related duties as assigned. Experience: - 1–3 years of experience preferred in a call center environment. - Background in mortgage servicing required. - Experience speaking with borrowers regarding escrow, taxes, insurance, and related mortgage servicing matters strongly preferred. Education: - High school diploma or GED required. - Additional coursework or education in finance, business, or related field preferred. Required Skills: - Strong customer service mindset with relationship-building skills. - Knowledge of escrow processes, mortgage servicing terminology, property taxes, and insurance. - Ability to listen carefully and communicate clearly and effectively, both verbally and in writing. - Detail-oriented and highly organized. - Strong time management skills with the ability to prioritize and manage multiple tasks simultaneously. - Ability to handle confidential information with discretion and professionalism. - Diplomatic and tactful when handling sensitive or escalated situations. - Proficiency with Microsoft Office and loan servicing systems preferred. Physical Requirements: While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally lift and/or move up to 20 pounds. The employee is frequently required to spend extended hours in front of a computer screen, use hands and fingers, and speak and listen carefully on the telephone. Work Environment: This position operates in an office or remote office setting. Hybrid or remote options may be available based on business needs. Candidates must be able to meet department scheduling and operational requirements.

Role Description Member First Mortgage is seeking a Closer to join our growing team. If you thrive in a fast-paced environment, are motivated by building relationships through exceptional customer service, and get excited at the thought of learning something new each day, then this may be the opportunity you have been waiting for and an excellent chance to join our award-winning team recognized as a Best and Brightest company to work for in the nation! In this role you will be responsible for providing administrative support for all mortgage loan closing activities. Responsibilities - Provides administrative support for mortgage loan closings. - Prepares appropriate documents for members in accordance with loan type programs. - Manages and reviews all closing documents for completeness and accuracy including title reports and lock confirmations. - Ensures loan closings and documents are completed in accordance with established policies and procedures. - Reviews loans for disbursement and obtains and signs off closing conditions. - Addresses member and credit union requests and questions promptly and courteously, including questions on loan policies and closing procedures. - Researches and retrieves information from closed loans. - Schedules closing appointments with title companies. - Answers questions and assists mortgage loan personnel with questions that may arise before, during and after loan closings. - Distributes loan information including points paid, FHA servicing, funding and shipping data to appropriate departments. - Keeps management informed of area activities and of any significant problems. Qualifications - One to three years of similar or related experience. - A high school education or GED. Other Skills - General knowledge of mortgage loan services and procedures. - Good organizational skills and attention to detail. - Good communications skills. - Ability to use computer related applications. - Good math skills. - Ability to work effectively under time constraints. Interpersonal Skills - Frequent interaction with individuals both inside and outside the organization to resolve issues, build relationships, and promote cooperation. - Ability to maintain a high level of confidentiality and discretion when handling sensitive information. - Demonstrates professionalism, diplomacy, and tact in communication while addressing questions, concerns, and requests. Physical Requirements - While performing the duties of this job, the employee is regularly required to sit, stand, and walk. - The employee must occasionally lift and/or move up to 10 pounds. - The employee is frequently required to spend extended hours in front of a computer screen, to use hand to finger, to speak in and listen carefully on the telephone. Work Environment - While performing the duties of this job, the employee regularly works in a remote office setting. Compensation $22.00 per hour plus $10 bonus per closed loan. Benefits - Generous and competitive healthcare packages. - Employer paid short-term and long-term disability. - Employer paid Life Insurance. - 100% Employer paid Vision. - 401K Plan with match. - 20 days PTO - no waiting periods! - Fun, laid back, and collaborative team environment.