Member Experience: Loan Servicing Pro (Hybrid)

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

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.