Loan Servicing Specialist

MassMutual Federal Credit Union

Full-Time

Springfield, MA

The Opportunity

As a Loan Servicing Specialist at MassMutual Federal Credit Union (MMFCU), you will be a valued member of a supportive, diverse, and skilled team committed to delivering a consistent and memorable experience to our members and prospective members. 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. This role requires accuracy, sound judgment, responsive member service, and careful adherence to investor, regulatory, policy, and procedural requirements.

The Team

Reporting to the Lending Manager, the lending team is comprised of loan originators, loan processors, loan servicers, analysts, and collections. The team works cross-functionally and collaboratively with other business units throughout the organization and adheres to the corporate values of the credit union.

The Impact

The following duties for this position are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned:

• 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; resolve documentation, funding, collateral, or system exceptions with loan originators, processors, closing partners, members, and other internal stakeholders.
• Perform ongoing servicing for consumer and mortgage loans, including account maintenance, payment research and adjustments, payoff statements, member inquiries, servicing requests, and resolution of routine exceptions.
• Support mortgage servicing activities in accordance with applicable investor and agency requirements, including Fannie Mae servicing expectations, 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 release of liens 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 escalate material exceptions in a timely manner.
• Work with management on the adoption of key procedural processes related to loan servicing while maintaining accurate loan records to support audit readiness and effective member service.
• Provide efficient and responsive service to members, coworkers, vendors, and business partners while managing multiple priorities and meeting established service-level expectations.
• Maintain current knowledge of consumer and mortgage servicing practices, credit union policies, investor requirements, and applicable federal and state laws and regulations.
• Comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, Office of Foreign Assets Control requirements, Truth in Lending Act, Real Estate Settlement Procedures Act, and Servicemembers Civil Relief Act, and attend required training.

Minimum Qualifications

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

Preferred Qualifications

• 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 communication, verbal communication, and interpersonal skills.
• Ability to handle sensitive matters and difficult situations in an efficient, confidential, and tactful manner.
• Familiarity with credit union terminology, loan accounting concepts, and Microsoft Office applications.

What You Can Expect at MassMutual

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes.
• A collaborative environment where perspectives are welcomed.
• Access to learning, development, and internal networks that support continuous growth and skill-building over time
• Employee-led communities and forums that foster connection, learning, and inclusion across the organization 
• A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset

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Salary Range:

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees.  Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.  For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.