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About the Role

The Senior Portfolio Servicing Quality Control Specialist supports loan servicing operations across various portfolios, ensuring accuracy, quality, and compliance. This role involves performing operational functions, conducting quality control reviews, identifying process improvements, and supporting risk management and regulatory compliance within the Lending Department. The ideal candidate has strong analytical and organizational skills, exceptional attention to detail, and can manage multiple priorities in a fast-paced, member-focused environment. This is a non-exempt position eligible for overtime.

Responsibilities

Perform daily operational and administrative activities supporting real estate, consumer, commercial, and future portfolio servicing functions.
Process loan servicing activities, including loan maintenance, member servicing requests, payoff support, escrow-related support, insurance servicing, and other post-closing servicing functions.
Collaborate and provide timely, accurate, and professional service to members, business partners, and vendors, ensuring 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.
Perform quality control reviews and validation of loan boarding, booking, and servicing activities to ensure accuracy, completeness, compliance with regulatory requirements, and adherence to established policies and procedures.
Conduct independent spot checks of work completed by operational teams, internal quality control personnel, and third-party vendors to verify errors and exceptions are accurately identified, documented, and remediated.
Identify, document, and report quality trends, recurring errors, operational risks, and process improvement opportunities; recommend corrective actions and assist with implementation of solutions.
Support internal audits, external examinations, quality control reviews, and compliance assessments by maintaining appropriate documentation and providing requested information.
Follow established procedures and appropriately escalate exceptions, operational risks, compliance concerns, or member issues requiring additional review.
Participate in departmental projects, system implementations, testing, and continuous improvement initiatives.
Maintain quality control records, findings, and reporting to support risk management, operational performance monitoring, and servicing quality objectives.
Perform other duties as assigned.

Requirements

High school diploma or equivalent required.
4+ years of mortgage, consumer, or commercial loan servicing experience.
2+ years of experience in Quality Control, Quality Assurance, Audit, Compliance Review, Risk, or operational review functions within a financial services environment.
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
Day Shift

Experience Level

Senior

Education Level

High school diploma or equivalent

Salary/Compensations

$43.00 - $50.00 Hourly

Benefits

Health insurance plans
Generous PTO
401(k) Plan
Profit sharing
Competitive base salary
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 its highly successful growth trajectory, SFFedCU is seeking a Senior Portfolio Servicing Quality Control 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.