Escrow Services Specialist I

Job Location: Hybrid (Grand Rapids, MI – Eligible for a Hybrid Schedule After Training)
Position Type: Full Time
Schedule: Monday–Friday, 8:30 AM–5:00 PM EST, with one scheduled day per week from 10:00 AM–6:30 PM EST
Compensation: $19.61 - $24.51 per hour

Join Our Team as an Escrow Services Specialist I

Member First Mortgage is seeking a detail-oriented and customer-focused Escrow Services Specialist I to join our Servicing team. This is an excellent opportunity for an individual with mortgage servicing and escrow experience who enjoys analyzing escrow accounts, working with borrowers, and ensuring accurate account administration in a fast-paced environment.

In this role, you will provide skilled support to the Escrow Department by completing escrow analyses, assisting borrowers with escrow-related questions, responding to incoming calls and emails, and ensuring escrow accounts are managed accurately and in compliance with company policies. We are looking for someone who is organized, compliance-focused, customer service driven, and thrives in a deadline-oriented environment.

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, service excellence, and fostering a supportive culture that helps employees succeed both personally and professionally.

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) with company match
• 20 days PTO with no waiting period
• Supportive and collaborative team environment
• Hybrid work schedule after successful completion of training
• Opportunities for professional growth and development

What You'll Do

• Perform quarterly escrow analyses for standard portfolio loans, bankruptcy loans, and loss mitigation requests.
• Analyze and validate escrow accounts to ensure accurate calculations, account balances, and timely escrow analyses.
• Monitor escrow reporting and proactively communicate with borrowers regarding escrow shortages and payment options.
• Track escrow shortage payments and ensure accounts remain in compliance.
• Answer incoming borrower phone calls and respond to escrow-related emails and voicemails.
• Serve as a secondary backup for PMI/MIP servicing functions.
• Ensure escrow policies, procedures, reports, and account documentation are completed accurately.
• Deliver exceptional customer service while assisting borrowers with questions related to escrow accounts, property taxes, homeowners insurance, and PMI.
• Perform other related duties as assigned.

What We're Looking For

• 2–3 years of experience in mortgage servicing, including experience working with and analyzing escrow accounts.
• Previous experience in an escrow servicing environment required.
• Experience discussing property taxes, homeowners insurance, and PMI with borrowers.
• Strong understanding of escrow analysis and mortgage servicing processes.
• Detail-oriented, organized, and compliance-focused.
• Customer service driven with a high sense of urgency.
• Strong relationship-building and customer service skills.
• Excellent verbal and written communication skills.
• Strong analytical, organizational, and time-management skills.
• Ability to prioritize multiple tasks while maintaining a high level of accuracy.
• Ability to work independently and collaboratively within a team environment.
• Proficiency with Microsoft Office and other computer applications.

Education

• High school diploma or GED required.

Physical Requirements

Ability to sit, stand, and walk for extended periods. Must occasionally lift and/or move up to 20 pounds. Frequent use of a computer, telephone, and standard office equipment is required.

Work Environment

This position is based in our Grand Rapids, MI office. Employees become eligible for a hybrid work schedule after successfully completing training. Regular collaboration with team members in both office and remote settings is expected.

If you are looking for a company that is dedicated to your success and committed to providing exceptional service, we encourage you to apply today!