Loan Servicing Specialist

Loan Servicing Specialist MassMutual Federal Credit Union Full-Time Springfield, MA The Opportunity As a Loan Servicing Specialist at MassMutual Federal Credit Union (MMFCU), you will be a valued member of a supportive, diverse, and skilled team committed to delivering a consistent and memorable experience to our members and prospective members. You will support the full life cycle of consumer and residential mortgage loans, from funding and booking through ongoing servicing and final release of collateral. This role requires accuracy, sound judgment, responsive member service, and careful adherence to investor, regulatory, policy, and procedural requirements. The Team Reporting to the Lending Manager, the lending team is comprised of loan originators, loan processors, loan servicers, analysts, and collections. The team works cross-functionally and collaboratively with other business units throughout the organization and adheres to the corporate values of the credit union. The Impact The following duties for this position are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned: Fund and book approved consumer and residential mortgage loans, including loans sold to or serviced in accordance with Fannie Mae requirements. Review executed loan packages for completeness and accuracy; resolve documentation, funding, collateral, or system exceptions with loan originators, processors, closing partners, members, and other internal stakeholders. Perform ongoing servicing for consumer and mortgage loans, including account maintenance, payment research and adjustments, payoff statements, member inquiries, servicing requests, and resolution of routine exceptions. Support mortgage servicing activities in accordance with applicable investor and agency requirements, including Fannie Mae servicing expectations, internal controls, and established procedures. Complete vehicle title work for auto loans, including lien placement, title tracking, follow‑up on outstanding titles, correction of title exceptions, and timely release of liens after payoff. Process mortgage satisfactions, discharges, assignments, and releases; coordinate recording and follow‑up with registries, attorneys, settlement agents, vendors, and other parties as needed. Monitor collateral, title, and lien‑tracking reports; research aged or unresolved items and elevate material exceptions in a timely manner. Work with management on the adoption of key procedural processes related to loan servicing while maintaining accurate loan records to support audit readiness and effective member service. Provide efficient and responsive service to members, coworkers, vendors, and business partners while managing multiple priorities and meeting established service‑level expectations. Maintain current knowledge of consumer and mortgage servicing practices, credit union policies, investor requirements, and applicable federal and state laws and regulations. Comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, Office of Foreign Assets Control requirements, Truth in Lending Act, Real Estate Settlement Procedures Act, and Servicemembers Civil Relief Act, and attend required training. Minimum Qualifications High school diploma or equivalent. 2+ years of experience in loan processing, loan servicing, loan operations, mortgage operations, or a related financial‑services role. Preferred Qualifications Experience in a credit union, community bank, mortgage servicer, or similar regulated financial institution. Experience funding and servicing both consumer and residential mortgage loans. Knowledge of Fannie Mae servicing requirements and mortgage documentation, payoff, satisfaction, and release processes. Experience with vehicle titles, lien perfection, title tracking, and lien releases. Knowledge of consumer and mortgage lending regulations, including TILA, RESPA, SCRA, ECOA, BSA, OFAC, and applicable state requirements. Strong attention to detail, organization, analytical thinking, problem‑solving, and follow‑through. Excellent member service, written communication, verbal communication, and interpersonal skills. Ability to handle sensitive matters and difficult situations in an efficient, confidential, and tactful manner. Familiarity with credit union terminology, loan accounting concepts, and Microsoft Office applications. What You Can Expect at MassMutual MassMutual offers the opportunity to do meaningful work within a purpose‑driven organization that values long‑term impact over short‑term outcomes. In this role, you can expect: Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes. A collaborative environment where perspectives are welcomed. Access to learning, development, and internal networks that support continuous growth and skill‑building over time Employee‑led communities and forums that foster connection, learning, and inclusion across the organization A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future‑focused mindset

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