Bank Support Analyst - Loans

CSI•Paducah, KY

1d•Remote

About The Position

The Bank Support Analyst on the Loans team provides customer service and support to bank customers with loan service inquiries. As the first point of contact, the analyst responds to inquiries, researches issues, coordinates with other departments, and works to resolve customer concerns promptly and accurately while promoting customer satisfaction and loyalty. The role supports customers by phone and through a web-based support portal and requires ongoing learning about CSI products. 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. CSI will strongly consider candidates in the Paducah, Kentucky area. Employees who live near an office are expected to work there two days per week. Travel is typically not required.

Requirements

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

Nice To Haves

Experience with secondary market loans and dealer loans.
Experience with CSI Core NuPoint and Loans (LNS).
Experience with ancillary products: RMS (Risk Management System), CVS (Collateral Valuation System), or NET (NuPoint Exception Tracking).
Banking experience.
Candidates in the Paducah, Kentucky area will be strongly considered.

Responsibilities

Build and maintain customer relationships by responding to support questions via phone and a web-based support portal.
Respond to a work queue and resolve issues in a timely manner, escalating complex issues as needed.
Research issues to find resolutions that satisfy customers.
Demonstrate a 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.