Retail Loan Servicing Support Specialist

2 weeks ago

Warren, United States Northwest Bank Full time

The Retail Loan Servicing Support Specials is responsible for taking care of internal and external customer needs by delivering professional, accommodating, high quality service. This occurs before, during, and after customer requirements are met. This individual provide quality, efficient service to internal/external customers with regards to all retail loan products (mortgage. equity, consumer and indirect).

ESSENTIAL FUNCTIONS:

Maintain customer satisfaction ratings based on explicit criteria established by management Provide a direct point of contact for all retail loan servicing correspondence Ensure the proper quoting of mortgage, equity, consumer and indirect payoffs Provide a central point of contact for internal departments, including the customer contact center and the retail branch network Serve as the point of contact on all wholesale closing disclosures to ensure Northwest meets regulatory requirements Use Northwest policies to determine if there can be an immediate resolution to a customer issue or escalating it to management when necessary Ensure customer satisfaction through warm transfers if unable to resolve in department Achieve monthly call quality performance Educate customers on products and services Utilize Core Systems (Care, Signature, Nautilus, etc.) Utilize third party databases (Indecomm, State National, Experian, and Loan Protector to provide customers with one call resolution Partner with Voyance (translator service) in order to provide quality customer service to our non-English speaking customers Provide Money Gram check clearing statuses to customer service, the retail branch network and customers as needed Complete all third party verifications received by the department from other financial institutions (i.e. VOM) Conduct research with regards to payment transaction types (Lockbox/collections/on-line banking) 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, the retail branch network and external customers with regards to payment posting rejects Provide customers with status updates with regards to receipt insurance, a detailed response with regards to escrow analysis, and status updates with regards to receipt insurance policies Work closely with loss mitigation and customer service to set up ACH and ATS transactions Partner with attorneys, settlement agents, dealerships, the retail branch network and customers to provide accurate and timely loan payoff quotes Process transactions as they pertain 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, the customer contact center, and the 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 in order to maximize technology tools and gain efficiency Work as part of a team Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

High School Diploma or equivalent preferred Bachelor's Degree in a related field preferred

Work Experience:

2 - 6 years internal/external customer service experience preferred Bank or financial services experience preferred 

COMPENSATION:

The pay range for this position is generally $15.50 to $17.50 per hour. Actual pay is based on various factors including but not limited to the successful candidate’s experience, skills, and knowledge. Additional bonus earning opportunities and benefits are also available.

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