Senior Portfolio Servicing Quality Control Specialist

SAN FRANCISCO FEDERAL CREDIT UNION•San Francisco, CA

2d•$43 - $50•Onsite

About The Position

The Senior Portfolio Servicing Quality Control Specialist is responsible for supporting loan servicing operations across real estate, consumer, commercial, and future portfolio portfolios while ensuring the accuracy, quality, and compliance of servicing activities. This role performs operational servicing functions, conducts quality control reviews, identifies process improvement opportunities, and supports risk management and regulatory compliance efforts within the Lending Department. The ideal candidate possesses strong analytical and organizational skills, exceptional attention to detail, and the ability to manage multiple priorities 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.

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

Nice To Haves

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

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 postclosing servicing functions.
Collaborate and provide timely, accurate, and professional service to members, business partners, and vendors while 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.