Loan Servicing Specialist

MassMutual • Springfield, MA

11h

About The Position

As a Loan Servicing Specialist at MassMutual Federal Credit Union, you will support the full life cycle of consumer and residential mortgage loans, from funding and booking through ongoing servicing and final release of collateral. The role calls for accuracy, sound judgment, responsive member service, and adherence to investor, regulatory, policy, and procedural requirements.

You will work on a collaborative lending team alongside loan originators, processors, servicers, analysts, and collections, and coordinate with other business units. The position supports member and business-partner service while maintaining accurate, audit-ready loan records and meeting established service-level expectations.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in loan processing, loan servicing, loan operations, mortgage operations, or a related financial-services role.

Nice To Haves

• Experience in a credit union, community bank, mortgage servicer, or similar regulated financial institution.
• Experience funding and servicing both consumer and residential mortgage loans.
• Knowledge of Fannie Mae servicing requirements and mortgage documentation, payoff, satisfaction, and release processes.
• Experience with vehicle titles, lien perfection, title tracking, and lien releases.
• Knowledge of consumer and mortgage lending regulations, including TILA, RESPA, SCRA, ECOA, BSA, OFAC, and applicable state requirements.
• Strong attention to detail, organization, analytical thinking, problem-solving, and follow-through.
• Excellent member service, written and verbal communication, and interpersonal skills.
• Ability to handle sensitive matters and difficult situations efficiently, confidentially, and tactfully.
• Familiarity with credit union terminology, loan accounting concepts, and Microsoft Office applications.

Responsibilities

• Fund and book approved consumer and residential mortgage loans, including loans sold to or serviced in accordance with Fannie Mae requirements.
• Review executed loan packages for completeness and accuracy and resolve documentation, funding, collateral, or system exceptions with relevant stakeholders.
• Perform ongoing consumer and mortgage loan servicing, including account maintenance, payment research and adjustments, payoff statements, member inquiries, servicing requests, and routine exception resolution.
• Support mortgage servicing in accordance with investor and agency requirements, internal controls, and established procedures.
• Complete vehicle title work for auto loans, including lien placement, title tracking, follow-up on outstanding titles, correction of title exceptions, and timely lien releases after payoff.
• Process mortgage satisfactions, discharges, assignments, and releases; coordinate recording and follow-up with registries, attorneys, settlement agents, vendors, and other parties as needed.
• Monitor collateral, title, and lien-tracking reports; research aged or unresolved items and timely escalate material exceptions.
• Work with management on adopting key loan-servicing procedures and maintain accurate records to support audit readiness and member service.
• Provide responsive service to members, coworkers, vendors, and business partners while managing priorities and meeting service-level expectations.
• Maintain current knowledge of consumer and mortgage servicing practices, credit union policies, investor requirements, and applicable laws and regulations.
• Comply with applicable laws and regulations, including BSA, the USA PATRIOT Act, OFAC requirements, TILA, RESPA, and SCRA, and attend required training.

Benefits

• Incentive and bonus opportunities; total compensation includes either a bonus target or, in a sales-focused role, a Variable Incentive Compensation component.
• Industry-leading pay and benefits (specific benefits are not detailed in the posting).
• Learning, development, and internal networks that support continuous growth and skill-building.
• Employee-led communities and forums that foster connection, learning, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED