Loan Servicing Specialist

Massachusetts Mutual Life Insurance; Springfield (MA); On-site; USD 52,000 - 76,000; Full time

Job summary

MassMutual Federal Credit Union in Springfield, MA is seeking a Loan Servicing Specialist to manage the full life cycle of consumer and residential mortgage loans, from funding to ongoing servicing and final release of collateral.

Reporting to the Lending Manager, you will ensure accuracy, adherence to investor requirements, and excellent member service while supporting cross-functional teams and regulatory compliance in a collaborative credit union environment.

Qualifications

• High school diploma or equivalent.
• 2+ years of loan processing/servicing or related financial role.
• Familiar with mortgage servicing concepts and documentation.

Responsibilities

• Fund and book consumer and mortgage loans in line with approvals and investor requirements.
• Review loan packages for completeness and resolve issues with stakeholders.
• Perform ongoing servicing: payments, adjustments, payoff statements, and inquiries.
• Support mortgage servicing per investor requirements and procedures.
• Process vehicle titles and lien releases; coordinate with registries and attorneys.
• Monitor collateral and title reports; address exceptions promptly.
• Collaborate with management to improve loan servicing processes and audit readiness.
• Provide responsive service to members, coworkers, and partners while juggling priorities.

Skills

Attention to detail

Customer service

Communication

Analytical thinking

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Loan Servicing Specialist

MassMutual Federal Credit Union

Full-Time

Springfield, MA

The Opportunity

As a Loan Servicing Specialist at MassMutual Federal Credit Union (MMFCU), you will be a valued member of a supportive, diverse, and skilled team committed to delivering a consistent and memorable experience to our members and prospective members. You will support the full life cycle of consumer and residential mortgage loans, from funding and booking through ongoing servicing and final release of collateral. This role requires accuracy, sound judgment, responsive member service, and careful adherence to investor, regulatory, policy, and procedural requirements.

The Team

Reporting to the Lending Manager, the lending team is comprised of loan originators, loan processors, loan servicers, analysts, and collections. The team works cross-functionally and collaboratively with other business units throughout the organization and adheres to the corporate values of the credit union.

The Impact

The following duties for this position are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned:

• Fund and book approved consumer and residential mortgage loans, including loans sold to or serviced in accordance with Fannie Mae requirements.
• Review executed loan packages for completeness and accuracy; resolve documentation, funding, collateral, or system exceptions with loan originators, processors, closing partners, members, and other internal stakeholders.
• Perform ongoing servicing for consumer and mortgage loans, including account maintenance, payment research and adjustments, payoff statements, member inquiries, servicing requests, and resolution of routine exceptions.
• Support mortgage servicing activities in accordance with applicable investor and agency requirements, including Fannie Mae servicing expectations, internal controls, and established procedures.
• Complete vehicle title work for auto loans, including lien placement, title tracking, follow-up on outstanding titles, correction of title exceptions, and timely release of liens after payoff.
• Process mortgage satisfactions, discharges, assignments, and releases; coordinate recording and follow-up with registries, attorneys, settlement agents, vendors, and other parties as needed.
• Monitor collateral, title, and lien-tracking reports; research aged or unresolved items and escalated material exceptions in a timely manner.
• Work with management on the adoption of key procedural processes related to loan servicing while maintaining accurate loan records to support audit readiness and effective member service.
• Provide efficient and responsive service to members, coworkers, vendors, and business partners while managing multiple priorities and meeting established service-level expectations.
• Maintain current knowledge of consumer and mortgage servicing practices, credit union policies, investor requirements, and applicable federal and state laws and regulations.
• Comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, Office of Foreign Assets Control requirements, Truth in Lending Act, Real Estate Settlement Procedures Act, and Servicemembers Civil Relief Act, and attend required training.

Minimum Qualifications

• High school diploma or equivalent.
• 2+ years of experience in loan processing, loan servicing, loan operations, mortgage operations, or a related financial-services role.

Preferred Qualifications

• Experience in a credit union, community bank, mortgage servicer, or similar regulated financial institution.
• Experience funding and servicing both consumer and residential mortgage loans.
• Knowledge of Fannie Mae servicing requirements and mortgage documentation, payoff, satisfaction, and release processes.
• Experience with vehicle titles, lien perfection, title tracking, and lien releases.
• Knowledge of consumer and mortgage lending regulations, including TILA, RESPA, SCRA, ECOA, BSA, OFAC, and applicable state requirements.
• Strong attention to detail, organization, analytical thinking, problem-solving, and follow-through.
• Excellent member service, written communication, verbal communication, and interpersonal skills.
• Ability to handle sensitive matters and difficult situations in an efficient, confidential, and tactful manner.
• Familiarity with credit union terminology, loan accounting concepts, and Microsoft Office applications.

What You Can Expect at MassMutual

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes.
• A collaborative environment where perspectives are welcomed.
• Access to learning, development, and internal networks that support continuous growth and skill-building over time
• Employee-led communities and forums that foster connection, lea