AA Credit Union

Spring 2018

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44 | SPRING 2018 Spotlight Employee Spotlight C all it a passion for providing spectacular service to member-owners. For nearly two decades, that's what Jennifer Flores has demonstrated to members at American Airlines Federal Credit Union. As a Mortgage Servicing Manager in the Flagship branch in Fort Worth, Flores has focused on assisting borrowers with servicing their home mortgages for the past 17 years. "I started with American Airlines in the AAdvantage program before coming to the Credit Union in 2001," she says. "I began in the Mortgage Servicing depart- ment as their phone person taking calls. I later moved on to supervisor and then my current position. My entire 17 years have been in mortgages, just diff erent areas of it." Flores, together with her team of 10 coworkers, service a portfolio of approximately 12,000 accounts, handling everything from monthly payments to prop- erty taxes to insurance. Going beyond simply funding mortgages, the servicing of mortgage loans is something many traditional lenders don't do, often passing on the task to other companies. That's not the case at the Credit Union. "A lot of lenders will sell their loans to other compa- nies for servicing," Flores says. "That's one of the good things about us, we maintain all of the servicing in house so that it's not transferred to other companies." Flores and her group also are heavily involved with the escrow process of accounts when members choose to have the Credit Union handle them. "We do an an- nual analysis on escrow accounts to determine if we're collecting too much money or not enough to fund for their taxes and insurance," she says. B E H I N D T H E S C E N E S : Jennifer Flores and her department take service to another level for homebuyers B Y JA M E S M AY F I E L D Being able to maintain members' loans in their mortgage department without involving a third party proved to be a big help to those impacted by the hurricanes that hit in 2017. "Quite a few of our members were aff ected, and we were able to off er deferrals to help them out," Flores says. To fi nd out more about Credit Union home loans, call (800) 533-0035 ext. 4201 or visit homeloaans.org.

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