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. 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 Overview: 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. Key Responsibilities: • 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 Requirements: • 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 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 $22.23-46.78/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.