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UNFCU · 7 hours ago

Loan Servicing Specialist I - Member Experience

Queens, NY

Full-time

Hybrid

Entry, Mid Level

$62K/yr - $70K/yr

2+ years exp

UNFCU is a global not-for-profit financial institution serving the UN community, dedicated to providing peace of mind to its members. The Loan Servicing Specialist I – Member Experience will manage member inquiries and concerns related to loan servicing, ensuring compliance with regulations while delivering exceptional service.

AccountingFinanceFinancial ExchangesFinancial ServicesMobile AppsPayments

Responsibilities

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:

Maintain awareness of and report suspicious activity

Complete all relevant BSA reports promptly and accurately (e.g., CTRs, SARs)

Complete annual BSA/AML/OFAC training

Qualification

Loan servicing experienceMortgage knowledgeLoan servicing regulationsBSA/AML complianceMicrosoft OfficeCustomer service skillsFrench proficiencySpanish proficiencyAttention to detail

Required

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

Preferred

Proficiency in French or Spanish is highly preferred

Familiarity with federal, state, and local regulations, investor and insurer guidelines, and internal policies related to mortgage and consumer loan servicing

Experience handling loan documents, including Notes, Mortgages/Deeds of Trust, Riders, PMI and Flood certificates, and Closing Disclosures/TRID

Strong skills in Microsoft Office applications

Experience with Fiserv DNA, Nautilus, Talk Desk, DocuSign, and external insurance or tax servicers is a plus