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As the Loan Servicing Specialist, you will work to understand and process customer requests that relate to various servicing needs during the life of the customers loan/line of credit. You will work within established procedures with a moderate degree of supervision. Your goal is to process these requests timely, accurately and completely to ensure a positive customer experience. You may need to collaborate with colleagues and other teams to achieve these objectives. Some verbal and written interaction with customers may also be required.
Primary Responsibilities Include:
Process requests within defined processing parameters with some expansion based on developing capabilities and or experiences. Customer Service requests are expected to be completed timely, accurately with focus on attention to detail. Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management and the quality control team. Meet productivity targets and achieve at least 95% on quality checks.
Exceed customer expectations, by doing the right thing, and working together. Respond to internal/external customer inquiries within 24 hours. Escalate issues to management within 24 hours or raise at daily huddles. Suggest customer experience improvement opportunities as you identify them.
Understand and comply with regulatory requirements that impact your work including state and federal laws. Understand the importance of risk management and how it impacts your daily responsibilities. Complete required Regulatory and HR compliance training each quarter by established deadlines. Escalate risk issues to management immediately.
High School Degree or Equivalent (GED)
Preferred: Associate Degree/Bachelor's Degree
Preferred experience with financial services/operations roles.
Excellent customer focus.
Strong verbal and written communication.
Strong desire to improve processes and be part of a team.
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