Loan Servicing Specialist I - Member Experience

You'll play a key role in supporting our members throughout the life of their loans from initiation to resolution, including helping them navigate inquiries, payments, and account changes with accuracy, professionalism, and care. Provide timely, accurate, and complete responses to members and escalate complaints or issues to manager when appropriate. Ensure compliance with applicable Federal, State and NCUA regulations and laws while upholding UNFCU's commitment to quality member service and representing UNFCU in a positive and professional manner.

This position is hybrid.

NYC Salary Range - $60,770 - $65,000 annually; compensation is commensurate to geographic location.

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

• 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.
• Serve as a primary contact for members by phone and email, providing timely and knowledgeable support for loan servicing inquiries.
• Assist members with questions about billing statements, escrow accounts, ARMs, PMI, payment applications, payoff requests, and more.
• Communicate with external partners such as insurance companies, tax collectors, and vendors to resolve member concerns efficiently.
• Process payment authorizations, account updates, payment reversals, and other servicing transactions with attention to detail.
• Complete verifications, payoff requests, and documentation requests within required timeframes and in compliance with regulatory standards.
• Manage and reconcile unapplied funds, and ensure all records are accurate and complete.
• Send welcome communications to new members and support a smooth onboarding experience.
• Maintain confidentiality and adhere to all UNFCU policies, procedures, and service-level expectations.
• Collaborate with team members to ensure consistent, high-quality service delivery across the Loan Servicing function.
• Bachelor's degree, or equivalent experience
• 2 years of related work experience in loan servicing or in work that provided a working knowledge of mortgage and consumer loan products, including secured and unsecured loans, auto loans, lines of credit, and credit cards
• Good working knowledge of loan servicing guidelines and regulatory requirements established under RESPA and implemented through CFPB
• Knowledge of federal, state, county or city, investor, insurer, and internal laws, policies and procedures with regard to mortgage and consumer loan servicing
• Familiarity with loan related documents such as Note, Mortgage / Deed of Trust, Riders, PMI and Flood certificates, and Closing Disclosures / TRID
• Strong Microsoft Office skills
• Attention to detail and ability to handle a high volume of work accurately
• Strong customer service skills
• Excellent communication skills, written and verbal

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