Bank Support Analyst - Loans

CSI•Paducah, KY

1d•Remote

About The Position

The Bank Support Analyst supports bank customers with loan service inquiries and is the first point of contact for those inquiries. The role delivers prompt, accurate customer service by resolving issues, coordinating with other departments, and providing relevant information to banks. Analysts build and maintain client relationships and promote customer loyalty while maintaining a high level of quality. This is a remote position with hours of 8 a.m. to 5 p.m. CST and rotating Saturday coverage from 7 a.m. to 1 p.m. CST. Candidates near Paducah, Kentucky, will be strongly considered; employees who live near an office are expected to work in the office two days per week. Travel is typically not required.

Requirements

Education or job knowledge equivalent to a two-year college or trade school.
At least one year of relevant work experience.
Experience and a deep understanding of loans; loan processing experience is preferred.
Customer service experience.
Willingness to learn.
Comfort using Microsoft Office, particularly Excel.
Analytical mindset and ability to research and solve problems.
Authorization to work in the United States without visa sponsorship now or in the future.

Nice To Haves

Experience with secondary market loans and dealer loans.
Experience with CSI Core NuPoint and Loans (LNS).
Experience with ancillary products, including RMS (Risk Management System), CVS (Collateral Valuation System), and NET (NuPoint Exception Tracking).
Banking experience.
Residence near Paducah, Kentucky.

Responsibilities

Build and maintain customer relationships by responding to support questions by phone and through a web-based support portal.
Work from a queue and resolve issues in a timely manner, escalating complex issues as needed.
Research issues and identify resolutions that satisfy the customer.
Demonstrate basic knowledge of loan application functionality, including ancillary products and services.
Provide the appropriate CSI department with information about customer issues and concerns.
Continuously learn CSI products to meet departmental skill levels and goals.
Perform other duties as assigned.