Loan Servicing Generalist II

Municipal Credit Union; New York (NY); On-site; USD 63,776,000 - 134,043,000; Full time

Benefits offered by this job

Attendance bonus

401(k) with 8% employer contribution

Overtime eligibility

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Flexible paid time off

11 paid holidays

Job summary

Municipal Credit Union is seeking a Residential Loan Servicing Generalist II in New York. You will manage full lifecycle servicing of residential loan products, including onboarding, maintenance, payoff processing, and regulatory reporting, while maintaining accuracy and member-centric service.

The role requires precision, empathy, and sound judgment to keep lending operations compliant and efficient in a fast-paced environment.

Qualifications

• High school diploma or GED required; associate degree preferred.
• 3–5 years of experience in consumer and real estate loan servicing.
• Proficiency in Microsoft Office and core loan servicing platforms.
• Exceptional organizational, analytical, and communication skills.

Responsibilities

• Prepare and process residential loan payoff statements and satisfaction documents.
• Execute payment reversals, allocations, and NSF/returned item adjustments in Finastra System.
• Prepare and reconcile daily proofs for accounting and department.
• Process loan deferments, loan modifications and extension agreements per MCU policy and regulatory guidelines.
• Investigate and resolve escalated member credit disputes and late fee inquiries.
• Review and update credit bureau disputes via E-Oscar reporting.
• Ensure timely responses to service requests.
• Oversee mortgage release process and complete within the SLA.
• Respond to inquiries related to tax and insurance products and escrow analysis.
• Coordinate with internal teams and vendors to resolve insurance and tax issues.
• Fulfill legal requests for statements and loan documentation.
• Validate 1098 statements as needed for mortgage loans.
• Maintain adherence to BSA/AML/OFAC compliance and complete training.
• Provide high-touch service to members via phone queue and inquiries.
• Collaborate with Collections, Loss Mitigation, and Compliance teams.
• Participate in special projects and process improvements.

Skills

Organizational skills

Analytical skills

Communication skills

Education

High school diploma or GED

Associate degree preferred

Tools

Microsoft Office

Finastra System

Job description

About MCU

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

About MCU

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Position Overview:

The Residential Loan Servicing Generalist II plays a critical role in MCU’s commitment to delivering exceptional member service and operational excellence. This position is responsible for the full lifecycle servicing of residential loan products—including onboarding, account maintenance, payoff processing, and regulatory reporting. The ideal candidate demonstrates precision, empathy, and sound judgment in every member interaction, ensuring that MCU’s lending operations remain compliant, efficient, and aligned with our mission to empower financial well-being.

Key Responsibilities

• Prepare and process residential loan payoff statements and satisfaction documents
• Execute payment reversals, allocations, and NSF/returned item adjustments in Finastra System
• Prepare and reconcile daily proofs for accounting and department
• Process loan deferments, loan modifications and extension agreements in accordance with MCU policy and applicable regulatory guidelines
• Investigate and resolve escalated member credit disputes and late fee inquiries
• Review and update credit bureau disputes via E-Oscar reporting
• Ensure timely and accurate responses to service requests
• Oversee mortgage release process and complete within the SLA
• Respond to inquiries related to tax and insurance products and escrow analysis
• Coordinate with internal teams and third-party vendors to resolve insurance and tax-related servicing issues
• Fulfill legal requests for, statements, and loan documentation
• Validate 1098 statements as needed for mortgage loans
• Maintain strict adherence to BSA/AML/OFAC compliance protocols and participate and complete required training on time
• Provide high-touch service to members via phone queue and direct inquiries
• Collaborate cross-functionally with Collections, Loss Mitigation, and Compliance teams
• Participate in special projects and process improvement initiatives as assigned

Requirements

• High school diploma or GED required; associate degree preferred
• Minimum 3–5 years of experience in consumer and real estate loan servicing
• Proficiency in Microsoft Office and core loan servicing platforms
• Exceptional organizational, analytical, and communication skills
• Demonstrated ability to manage multiple priorities in a fast-paced, member-centric environment

Why you'll be a good fit

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results

We are passionate about winning.

Agility

We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity

We operate with the highest ethical standards and highest degree of honesty.

Belonging

We cultivate a culture of inclusion and teamwork.

Ownership

We take personal responsibility and hold ourselves accountable for the results.

Why You’ll Love Working Here

The pay range for this position is between $22.23-46.78/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home.