Banking Services, Cancer, Communication Skills, Continuous Improvement, Credit Union, Customer Experience, Customer Relations, Customer Support/Service, Detail Oriented, Documentation, Escrow, Establish Priorities, External Audit, Federal Laws and Regulations, Financial Services, Genetics, HIV/AIDS (Acquired Immune Deficiency Syndrome), HRIS/HRMS, Insurance, Internal Audit, Knowledge Transfer, Loan Operations, Loan Processing, Loan Servicing, Microsoft Office, Military, Multitasking, Onboarding, Operational Support, Operations Processes, Organizational Skills, Paycom, Post Closing, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Improvement, Professional Services, Quality Assurance, Real Estate, Record Keeping, Regulatory Requirements, Risk Analysis, Schedule Development, Service Level Agreement (SLA), State Laws and Regulations, System Test, Time Management
Who Are We?
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.
The Position
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.
Key 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
Who Are You?
Required Qualifications
- 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
Preferred Qualifications
- 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 & Competencies
- Reliability & accountability
- Time management & prioritization
- Clear written and verbal communication
- Team collaboration
- Problem-solving
- Member / customer focus
Why You'll Love It Here
You'll work alongside a passionate team in a mission-driven organization, get exposure to executive decision-making, and grow your skills across a broad range of functions. No two days will be the same-and that's exactly how you like it.
The compensation package includes an excellent benefits program including health insurance plans, generous PTO, 401(k) Plan, profit sharing, competitive base, bi-annual bonuses, as well as tuition reimbursement.
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.