Member Service Specialist

Job Location: Hybrid (Grand Rapids, MI – Eligible for 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: $19.00 - $21.00 per hour

Join Our Team as a Member Service Specialist

Member First Mortgage is seeking a customer-focused and detail-oriented Member Service Specialist to join our Servicing team. This is an excellent opportunity for someone who enjoys helping others, solving problems, and providing exceptional service in a fast-paced, team-oriented environment.

In this role, you will provide skilled telephone and electronic support to our Servicing Department by assisting members with mortgage servicing questions, resolving routine account inquiries, responding to emails, and ensuring every interaction delivers an outstanding member experience. We are looking for someone who is organized, detail-oriented, customer service driven, and committed to providing timely and accurate support.

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

• Answer incoming member phone calls and resolve routine mortgage servicing questions related to payments and account maintenance.
• Respond to member emails, electronic inquiries, and voicemails in a timely and professional manner.
• Escalate complex member issues and complaints to the appropriate team member when needed.
• Route specialized servicing requests to the appropriate department.
• Process inbound servicing mail.
• Assist with resolving member contact information discrepancies.
• Deliver exceptional customer service while building positive relationships with members.
• Identify and communicate service concerns or opportunities for process improvement.
• Perform other related duties as assigned.

What We're Looking For

• 1–3 years of experience preferred in a customer service or call center environment.
• Mortgage servicing experience is a plus.
• Strong relationship-building and customer service skills.
• Customer service driven with a passion for helping others.
• Detail-oriented and highly organized with excellent time management skills.
• Strong verbal and written communication skills.
• Ability to prioritize multiple tasks while maintaining accuracy.
• Ability to listen carefully, resolve member concerns, and exercise sound judgment.
• Proficiency with Microsoft Office and other computer applications.
• Ability to work independently and collaboratively within a team environment.

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!