Loan Servicing Generalist I

MCU Residential Loan Servicing Generalist I

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission: To help hard-working New Yorkers build better tomorrows

Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures

Position Summary: The Residential Loan Servicing Generalist I is a frontline contributor to MCU's mission of empowering members through responsible lending and exceptional service. This role supports the full post-closing lifecycle of residential loansincluding mortgage loans, home equity and Home Equity Line of Credit loansby executing servicing tasks with accuracy, empathy, and regulatory awareness. The ideal candidate is detail-oriented, member-focused, and capable of navigating complex servicing scenarios with professionalism and care.

Key Responsibilities:

• Serve as a primary contact for member inquiries related to loan balances, payment history, payoff quotes, and account documentation
• Prepare and process mortgage loan payoff letters and verification of mortgage requests
• Respond to member complaints and resolve servicing issues in accordance with MCU's service standards and SLAs
  • Investigate and resolve credit disputes via E-Oscar
  • Report corrections to credit bureaus in a timely and accurate manner
  • Collaborate with internal teams to ensure compliance with Fair Credit Reporting Act (FCRA) standards
  • Freeze Home Equity Lines of Credit when payoffs are requested and close the Credit Line when the loan is paid off
  • Process satisfactions within related guideline times for mortgages
  • Respond to inquiries and claims related to member insurance and force placed insurance
  • Coordinate with third-party vendors to ensure seamless servicing
  • Adhere to all BSA/AML/OFAC compliance protocols and participate and complete required training on time
  • Assist members via call queue and overflow support as needed
  • Provide courteous, professional service to internal stakeholders and external partners

Requirements:

• High school diploma or GED required; associate degree preferred
• 13 years of consumer loan servicing experience, including vehicle loans
• Proficiency in Microsoft Office and core servicing platforms
• Strong organizational, analytical, and communication skills
• Ability to manage multiple priorities in a fast-paced, member-centric environment

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you'll bring the following:

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

Why You'll Love Working Here:

The pay range for this position is between $17.80- $39.23/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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 applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.