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Customer Service Specialist
Hancock Holding Company
Montgomery, AL, United States
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JOB FUNCTION / SUMMARY:
Responsible for all states; supports lenders and branches to handle customer’s needs (loan system boarding and loan system maintenance) and questions on loan accounts serviced on the loan system and accurately codes and reviews loan policies and regulations necessary to process and upload loans to the loan servicing system
ESSENTIAL DUTIES & RESPONSIBILITIES:
• Boards new/renewed loan transactions to the ALS Systems
• Reviews and codes loans to be loaded into the loan system requiring knowledge of loan policy and regulations to enter correctly
• Contacts preparers of source documents to resolve questions, inconsistencies or missing data
• Compares data entered with source documents on screen to detect errors
• Research/resolve in depth balancing discrepancies
• Makes necessary corrections to information entered
• Researches and processes customer loan payments daily
• Processes loan maintenance daily based on loan policy and procedures
• Monitor the daily workflow and keep management informed of any problems or potential problems related to workflow
• Verify appropriate loan and credit portfolio codes applicable to customer, loan type, purpose, collateral, etc.
• Research, resolve and respond to customer/partner questions, issues and complaints in a timely manner.
• Provide payoff quotes/letters to on loans and lines of credit.
• Escalate critical issues to management, the Business Line and/or administrative personnel.
• Identify and/or recommend process change efficiencies to improve current departmental processes/procedures.
• Assist in the training of all new employees
• All other duties/special projects as assigned.
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.
MINIMUM REQUIRED EDUCATION & EXPERIENCE:
• Associate Degree or equivalent
• 1 to 2 years related experience and/or training
• No certification, licensure or registrations are required to successfully apply for this job; however, the following certifications from Hancock Bank’s Computer Based Training (CBT) are required, if applicable, once in this position:
◦ Certification in Banking Regulations (Reg. B, Reg. CC, Reg. O, Reg. Z)
◦ Certification in HMDA Compliance
◦ Certification in CRA, RESPA, RMR Regulations
MINIMUM REQUIRED KNOWLEDGE:
• Exhibits strong verbal and written communication skills
• Proficient operation of Microsoft Office Products such as Word, Excel, Access, and PowerPoint.
• Excellent verbal and written communication skills in order to communicate effectively with customers and bank personnel.
• Must be able to establish and maintain a high level of credibility with all levels of internal and external customers.
• Detail oriented.
• Excellent organizational/planning/project management skills
• Ability to formulate sound conclusions and recommend optimal course of action based on analysis
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
• Ability to work under stress and meet deadlines
• Ability to operate a keyboard if required to perform the essential job functions
• Ability to read and interpret a document if required to perform the essential job functions
• Ability to travel if required to perform the essential job functions
• Ability to lift/move/carry approximately 20 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
DISCLAIMER
This job description is only valid as of the date it was revised. Please contact the HR Compensation Department to obtain the latest version. Information contained herein should be treated as confidential to Hancock Holding Company.
NOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THE JOB AT ANY TIME
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.