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Retail Loan Servicing Support Specialist

2 months ago

Warren, United States Northwest Bank Full time
Job Summary

We are seeking a highly skilled and experienced Loan Servicing Support Specialist to join our team at Northwest Bank. As a key member of our customer service team, you will be responsible for providing exceptional service to internal and external customers, ensuring their needs are met in a timely and professional manner.

Key Responsibilities
  • Maintain customer satisfaction ratings based on established criteria
  • Provide a direct point of contact for all loan servicing correspondence
  • Ensure proper quoting of mortgage, equity, consumer, and indirect payoffs
  • Serve as a central point of contact for internal departments, including the customer contact center and retail branch network
  • Utilize Northwest policies to determine if issues can be resolved immediately or escalated to management
  • Ensure customer satisfaction through warm transfers if unable to resolve in department
  • Achieve monthly call quality performance
  • Educate customers on loan products and services
  • Utilize Core Systems and third-party databases to provide customers with one-call resolution
  • Partner with Voyance to provide quality customer service to non-English speaking customers
  • Provide Money Gram check clearing statuses to customer service, retail branch network, and customers as needed
  • Complete third-party verifications received by the department from other financial institutions
  • Conduct research on payment transaction types
  • Handle stop-payment transactions for home equity lines of credit
  • Issue post-payoff refund checks in compliance with federal regulations
  • Identify and provide descriptions to customer service, retail branch network, and external customers with regards to payment posting rejects
  • Provide customers with status updates on receipt insurance, escrow analysis, and receipt insurance policies
  • Work closely with loss mitigation and customer service to set up ACH and ATS transactions
  • Partner with attorneys, settlement agents, dealerships, retail branch network, and customers to provide accurate and timely loan payoff quotes
  • Process transactions related to resolving retail lending concerns
  • Respond to work queues submitted through the retail offices within the established Service Level Agreement (SLA)
  • Adhere to all compliance and operational policies
  • Work extended hours and weekends on a rotating basis to provide support to internal and external customers, customer contact center, and retail branch network
  • Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
  • Navigate Microsoft Office Software, computer applications, and software specific to the department to maximize technology tools and gain efficiency
  • Work as part of a team
  • Work with on-site equipment
Requirements
  • Ability to establish effective working relationships among team members and participate in solving problems and making decisions
  • Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
  • Ability to actively listen to what others are saying to achieve understanding, sharing information with others, and facilitating the open exchange of ideas and information
  • Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
  • Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
  • Knowledge of retail lending products and services
  • Ability to retain customer loyalty by resolving concerns in an efficient and professional manner
Qualifications
  • High School Diploma or equivalent preferred
  • Bachelor's Degree in a related field preferred
  • 2-6 years internal/external customer service experience preferred
  • Bank or financial services experience preferred