Mortgage Servicing Coordinator - Open to both Madison & Milwaukee Markets (Internal Only)

The Mortgage Servicing Team is seeking a collaborative, analytical, and member-focused professional to join our Mortgage Lending team as a Mortgage Servicing Coordinator. This is an internal-only opportunity, open to team members based in Madison or Milwaukee. The position follows a hybrid work schedule, requiring in-office presence Tuesday through Thursday, with flexibility to work remotely on Mondays and Fridays.

The Mortgage Servicing Coordinator is a key partner in ensuring that UW Credit Union's mortgage operations run smoothly, efficiently, and in full compliance with regulatory requirements. You will serve as the go-to expert for complex servicing matters, escalations, and quality assurance initiatives that directly impact both member satisfaction and the organization's operational excellence.

This role is ideal for someone who:

Thrives in a fast-paced, highly regulated environment

• Has strong verbal and written communication skills

• Enjoys solving problems and leading process improvements

• Is passionate about exceptional service and continuous learning

This position has a posting deadline of Wednesday, June 18th at 5:00pm.

Mortgage Sub-Servicing Compliance & Audit Oversight (30%)

• Monitor and ensure adherence to federal and state mortgage servicing regulations

• Maintain documentation and processes in partnership with UWCU's sub-servicer

• Lead monthly vendor performance and compliance review calls

• Serve as the subject matter expert (SME) for sub-servicing audit requests and tax reporting inquiries

• Partner with Legal, Risk, and Compliance teams to implement process updates

Construction Loan Servicing (30%)

• Analyze and process draw requests, escrow holdbacks, and project-related disbursements

• Oversee billing, payoff, and account reconciliation processes

• Serve as liaison between members, contractors, and internal departments

• Develop and maintain SOPs to ensure accurate and timely loan administration

Member Service (20%)

• Act as the primary contact for escalated mortgage servicing inquiries and resolutions

• Investigate issues with accuracy and empathy, ensuring a high-quality member experience

• Partner with internal teams to address process gaps and prevent repeat issues

Quality Assurance & Training Coordination (10%)

• Monitor sub-servicer communications and provide feedback aligned with UWCU's service standards

• Assist in onboarding and continuous education for internal staff and external partners

• Identify training needs based on audit results, member feedback, or process changes

Champion Engagement within Mortgage Department (10%)

• Contribute to cross-functional projects, including system upgrades, new product rollouts, and vendor transitions

• Lead or support initiatives that enhance operational efficiency and member satisfaction

• Participate in department-wide efforts to foster engagement, teamwork, and excellence

For a full job description, please visit the Job Description Repository within Halogen.

• 4-5 years of loan servicing experience

• Associate's degree in Finance, Banking, Business, or a related field or equivalent in years of experience.

• Strong knowledge of mortgage regulations (e.g., RESPA, TILA, CFPB servicing rules)

• Experience managing third-party vendors or sub-servicers

• Prior experience with construction lending preferred

• Exceptional attention to detail and ability to analyze complex data

• Strong written and verbal communication skills

• Proven ability to manage multiple priorities and meet deadlines

• Experience in process development, compliance management, and SOP creation

• Confident decision-maker with a consultative and collaborative style

• Team-oriented and collaborative, with a commitment to shared goals

• Positive, adaptable, and growth-minded

• Demonstrates high integrity, empathy, and professionalism

UW Credit Union is dedicated to cultivating a workplace that fosters a sense of belonging for all individuals and proudly upholds the principles of Equal Employment Opportunity (EEO). We highly value the unique perspectives and qualities that each person brings to our organization. Our recruitment, hiring, development, and promotion processes are based on an individual's qualifications and demonstrated abilities. Our policy is to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other characteristics protected by federal, state, or local laws. If you require a reasonable accommodation for any part of the employment process, please email employment@uwcu.org.