Loan Servicing Specialist I – Member Experience

Responds to loan servicing member requests from inception to closing of a concern or complaint. Provides responses to members as rapidly as possible, and with a high degree of accuracy and completeness. Escalates complaints as appropriate. Responsible for compliance with applicable Federal, State and NCUA rules, 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.

• 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.
• Engage in member outreach via phone and email
• Answer inbound calls and emails from members regarding various loan servicing issues.
• Answer members’ questions and concerns regarding the servicing of their mortgage loans to include billing statements, escrow questions (tax, insurance, and escrow analysis), ARMS, PMI, misapplied payments payoff inquires, satisfactions request, UCC termination filings and other servicing issues.
• Collaborate with external vendors, insurance companies and tax collectors as needed to assist with member inquiries.
• Responsible for processing Payment Authorization forms for new members and member account changes.
• Process consumer loan and mortgage loan updates and adjustments, and record in appropriate information systems.
• Complete verification of first mortgage and payoff requests within the regulatory timeframes and with the appropriate authorization from the member.
• Backup for responding to E-Oscar disputes.
• Respond to members regarding Insurance & Tax monitoring queries.
• Send Welcome Emails.
• Review, reconcile and post unapplied funds.
• Process payment reversals and postings.
• Process members’ requests for payment histories, amortization schedules, payoffs, and provide members with documentation requests related to mortgage loans.
• Maintain confidentiality of member information.
• Ensure all member questions and complaints are responded to in a timely manner in accordance with department SLAs, including logging complaints and escalating the complaints to management, as needed or required.
• Meet established standards and guidelines with regard to compliance, job knowledge, quality attendance and punctuality, efficiency, initiative, member experience and overall performance.
• Keep abreast of changes to current policies and procedures. Provide coverage for other Loan Servicing team members as needed.

Exhibit professionalism, empathy, and courtesy in all interactions with UNFCU members and colleagues

• 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
• Must have a good working knowledge of loan servicing guidelines and regulatory requirements established under RESPA and implemented through CFPB

• Fluency in French or Spanish highly desired
• Must have general 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
• Experience with Fiserv DNA, Talk Desk, external insurance and tax servicers is a plus
• Attention to detail and ability to handle a high volume of work accurately with multiple interruptions
• Friendly and professional demeanor
• Ability to work effectively in a team-oriented environment as well as independently
• Excellent communication skills, both verbal and written

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment 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 country, federal, state or local laws.