Loan Servicing Sr Specialist
1 month ago
As the Loan Servicing Senior Specialist within the Collateral Servicing Team, 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. These requests will often be more complex in nature. Although you will work within established procedures, you will be expected to identify improvement opportunities within these processes. You will work 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.
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 a 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 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. Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation. Bring these ideas to management and assist in driving these to completion when asked to do so.Qualifications, Education, Certifications and/or Other Professional Credentials
PREFERRED SKILLS/EXPERIENCE:
• High School or Equivalent required, Associates Degree preferred
• 2-3 years’ experience in operations or lending preferred
• Compliance and regulatory knowledge/skills (lending, loan servicing, quality control)
• Outstanding customer-service skills
• Product knowledge (Home Equity and Auto)
Hours & Work Schedule
Hours per Week: 40 Work Schedule: M-F 7:30am-4:00pmPosition is based out of Johnston, RI and is fully onsite, 5 days/week.
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