Senior Portfolio Servicing Specialist

SAN FRANCISCO FEDERAL CREDIT UNION•San Francisco, CA

8d•$34 - $56•Onsite

About The Position

San Francisco Federal Credit Union (SFFedCU) is seeking a Senior Portfolio Servicing Specialist for our Golden Gate Branch in San Francisco. This role is responsible for providing hands-on operational and customer support to ensure smooth day-to-day operations within the Lending Department. The position requires attention to detail, strong communication skills, and the ability to manage multiple tasks in a fast-paced, member-focused environment. As a non-exempt position, this role is eligible for overtime.

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

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 and coordinate loan servicing activities, including loan maintenance, member servicing requests, 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