Senior Portfolio Servicing Quality Control Specialist

Who Are We?

With an A health rating and solid year-over-year growth, San Francisco Federal Credit Unions (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 Quality Control Specialist for our Golden Gate Branch in San Francisco.

Role Overview

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.

Key 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.

Who Are You?

Required Qualifications

- 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

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 Youll Love It Here

Youll 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 thats 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 salary, 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.