Residential Loan Servicing Generalist I

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 loans—including mortgage loans, home equity and Home Equity Line of Credit loans—by 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 ontime
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
1–3 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