Loan Servicing Specialist I - Member Experience

UNFCU; New York (NY); Hybrid; USD 62,000 - 70,000; Full time

Job summary

UNFCU is seeking a Loan Servicing Specialist I - Member Experience in New York City to manage member inquiries related to mortgage and consumer loan servicing from inquiry to resolution.

You will handle calls and emails, provide payment histories and payoff documentation, coordinate with vendors, and ensure compliance with BSA/AML, RESPA, CFPB guidelines, while delivering empathetic service.

Qualifications

• 2+ years of loan servicing or related experience.
• Knowledge of mortgage and consumer loan products.
• Understanding of RESPA and CFPB guidelines.
• Bachelor’s degree or equivalent professional experience.

Responsibilities

• Manage member inquiries and concerns related to loan servicing from start to resolution.
• Handle inbound/outbound calls and emails regarding mortgage servicing.
• Provide payment histories, amortization schedules, and payoff documentation.
• Coordinate with external vendors, insurance companies, and tax collectors as needed.
• Ensure timely responses, confidentiality, and compliance with regulatory timeframes.

Skills

Customer service

Communication

Regulatory compliance

Team collaboration

Education

Bachelor’s degree

Job description

As a Loan Servicing Specialist I - Member Experience, you will manage member inquiries and concerns related to loan servicing from start to resolution. Deliver timely, accurate, and thorough responses to members, escalating complaints or complex issues to management as needed. Ensure adherence to applicable federal, state, and NCUA regulations while maintaining UNFCU’s high standards for member service and representing the credit union in a professional and positive manner.

This position is hybrid.

NYC Salary Range: $62,290 - $70,000 annually: compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.

Handle inbound/outbound calls and emails, answer member questions regarding mortgage servicing (billing, escrow, ARMs, PMI, payoffs, satisfactions), and send welcome emails to new members.

Process payment authorizations, reversals, postings, reconcile unapplied funds, and provide payment histories, amortization schedules, and payoff documentation.

Work with external vendors, insurance companies, and tax collectors to resolve member inquiries and monitor insurance/tax issues.

Ensure timely response to member questions and complaints, maintain confidentiality, follow regulatory timeframes, and meet department SLAs and performance standards.

Provide coverage for colleagues, stay updated on policies/procedures, exhibit professionalism and empathy, and perform additional assigned responsibilities.

• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
  o Maintain awareness of and report suspicious activity
  o Complete all relevant BSA reports promptly and accurately (e.g., CTRs, SARs)
  o Complete annual BSA/AML/OFAC training
  
• Bachelor’s degree or equivalent professional experience.

At least 2 years of experience in loan servicing or related roles, with hands-on knowledge of mortgage and consumer loan products, including secured/unsecured loans, auto loans, lines of credit, and credit cards.

Understanding of loan servicing regulations and guidelines, including RESPA requirements as enforced by the CFPB.