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About the Role

The Senior Portfolio Servicing Specialist is responsible for providing hands-on operational and customer support to ensure smooth day-to-day operations within the Lending Department. This role requires attention to detail, strong communication skills, and the ability to manager multiple tasks in a fast-paced, member-focused environment. As a non-exempt position, this role is eligible for overtime in accordance with applicable wage and hour laws.

Responsibilities

Perform daily operational and administrative activities supporting real estate, consumer, commercial, and future portfolio servicing functions
Process and coordinate loan servicing activities, including loan maintenance, member servicing request, payoff support, escrow-related support, insurance servicing, and other post-closing servicing functions
Provide timely, accurate and professional service to members, business partners, and vendors while ensuring an exceptional member experience
Maintain accurate loan records, files, and servicing documentation in accordance with policies, regulatory requirements, and record retention standards
Develop, document, and maintain servicing procedures, job aids, and operational workflows to support standardized servicing practices
Assist with knowledge transfer and onboarding of new servicing staff as department expands
Monitor servicing work queues, prioritize requests, and ensure established service level agreements (SLAs) are achieved
Identify operational risks, process improvement opportunities, and workflow efficiencies; recommend and assist with implementation of enhancements
Support internal audits, external examinations, and quality assurance reviews by maintaining appropriate documentation and providing requested information
Collaborate with business partners to support servicing initiatives and resolve complex servicing issues
Follow established procedures and escalate exceptions, operational risks, or member concerns appropriately
Participate in departmental projects, system implementations, testing, and continuous improvement initiatives
Perform other duties as assigned

Requirements

High school diploma or equivalent required
4+ years of relevant experience in Loan Servicing
Strong attention to detail and organizational skills
Ability to follow defined processes and meet deadlines
Basic proficiency with Microsoft Office / Google Workspace and/or HRIS systems
Ability to work scheduled hours, including overtime as needed
Experience in financial services, credit union, or regulated environment
Familiarity with systems such as Keystone, Paycom, core banking platforms
Customer-focused mindset and service orientation

Skills

Reliability & accountability
Time management & prioritization
Clear written and verbal communication
Team collaboration
Problem-solving
Member / customer focus

Location

Golden Gate - San Francisco, CA 94102

Work Type

Full Time
Overtime as needed

Experience Level

4+ years of relevant experience in Loan Servicing

Education Level

High school diploma or equivalent

Salary/Compensations

$33.65 - $55.53 Hourly

Benefits

Health insurance plans
Generous PTO
401(k) Plan
Profit sharing
Competitive base
Bi-annual bonuses
Tuition reimbursement

About the Company

With an “A” health rating and solid year-over-year growth, San Francisco Federal Credit Union’s (SFFedCU) membership is now over 43,000 with assets surpassing $1.3 billion and branches located in San Francisco and San Mateo County.
Continuing along it highly successful growth trajectory, SFFedCU is seeking a Senior Portfolio Servicing Specialist for our Golden Gate Branch in San Francisco.

Equal Opportunity

SFFedCU is an Equal Employment Opportunity Employer.
In accordance with federal and state laws, SFFedCU does not discriminate in employment because of race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information or any other characteristic protected by law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.