Loan Servicing Generalist II

About MCU

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.

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.

To help hard-working New Yorkers build better tomorrows

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

The Residential Loan Servicing Generalist II plays a critical role in MCU’s commitment to delivering exceptional member service and operational excellence. This position is responsible for the full lifecycle servicing of residential loan products—including onboarding, account maintenance, payoff processing, and regulatory reporting. The ideal candidate demonstrates precision, empathy, and sound judgment in every member interaction, ensuring that MCU’s lending operations remain compliant, efficient, and aligned with our mission to empower financial well-being.

• Prepare and process residential loan payoff statements and satisfaction documents
• Execute payment reversals, allocations, and NSF/returned item adjustments in Finastra System
• Prepare and reconcile daily proofs for accounting and department
• Process loan deferments, loan modifications and extension agreements in accordance with MCU policy and applicable regulatory guidelines
• Investigate and resolve escalated member credit disputes and late fee inquiries
• Review and update credit bureau disputes via E-Oscar reporting
• Ensure timely and accurate responses to service requests
• Oversee mortgage release process and complete within the SLA
• Respond to inquiries related to tax and insurance products and escrow analysis
• Coordinate with internal teams and third-party vendors to resolve insurance and tax-related servicing issues
• Fulfill legal requests for, statements, and loan documentation
• Validate 1098 statements as needed for mortgage loans
• Maintain strict adherence to BSA/AML/OFAC compliance protocols and participate and complete required training on time
• Provide high-touch service to members via phone queue and direct inquiries
• Collaborate cross-functionally with Collections, Loss Mitigation, and Compliance teams
• Participate in special projects and process improvement initiatives as assigned

• High school diploma or GED required; associate degree preferred
• Minimum 3–5 years of experience in consumer and real estate loan servicing
• Proficiency in Microsoft Office and core loan servicing platforms
• Exceptional organizational, analytical, and communication skills
• Demonstrated ability to manage multiple priorities in a fast-paced, member-centric environment

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…