Mortgage Representative

Job Description

Job Description

Position Title: Mortgage Representative

Department: Mortgage

Work Arrangement: In-Office (Full-time)

Bilingual Preferred not required

Sign on bonus : $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Mortgage Representative provides front-line support for the Mortgage Department through member service, receptionist duties, and administrative support. This role ensures an efficient workflow in mortgage operations while delivering responsive service to members and supporting loan servicing programs.

Essential Functions & Responsibilities:

Serve as department receptionist by greeting members, directing inquiries, providing telephone coverage, and ensuring professional and efficient service.

Respond to member inquiries and resolve issues related to deposits, mortgages, and consumer loans within authority limits.

Provide administrative support including preparing correspondence, reports, and documentation; maintain organized filing systems and administer reporting programs when necessary.

Assist mortgage servicing staff with tasks as needed, contributing to overall departmental effectiveness.

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties, both related and unrelated to the above, may be assigned and, therefore, required

Performance Measurements:

1. Provides professional, accurate, and timely service to all members and staff inquiries.
2. Ensures member issues and inquiries are resolved within policy and authority limits.
3. Completes administrative and reporting tasks accurately and on time.
4. Demonstrates active promotion of Credit Union products and services to support member needs.
5. Contributes to a positive departmental environment by maintaining effective communication and collaboration.
6. Upholds Greylock’s cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions.

Knowledge and Skills:

Experience: Two or more years of related experience preferred;

Education: High school diploma or equivalent required.

Interpersonal Skills: Strong oral communication skills with the ability to interact effectively with members and coworkers.

Technical/Other Skills : Proficiency in Microsoft Office Suite, C-View reporting, spreadsheet applications, and general office software.

Key Competencies:

Member Service

Attention to Detail

Communication

Additional Competencies:

Organizational Skills

Responsiveness

Collaboration

Physical Requirements:

Must be able to remain in a stationary position for extended periods and operate standard office equipment. Occasional lifting of files or materials up to 25 lbs may be required.

Work Environment:

Office-based, member-facing role with regular interaction via phone and in-person.

The salary range for this role is $20.00 to $23.27 an hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.