CCHL Client Servicing Specialist | Kennesaw

Capital City Bank Careers•Kennesaw, GA

1d•Onsite

About The Position

The Mortgage Client Servicing Specialist serves as a primary point of contact for borrowers throughout the mortgage process. This role is responsible for providing accurate information, resolving customer inquiries, and ensuring a smooth, positive experience from application through loan servicing. All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

Requirements

Client-focused mindset
Clear and concise communication
Time management and organization
Regulatory awareness (RESPA, TILA, FHA/VA, etc. – as applicable)
Assist in problem solving for client or team
Minimum high school diploma or equivalent required.
Experience in mortgage servicing, banking, financial services, or client service (mortgage experience preferred).
Successful completion of in-house training program or other approved training program will be considered.

Nice To Haves

Some college preferred.
Fluent multi-lingual speaker considered, not a requirement.

Responsibilities

Utilize Ring Central phone systems to handle client service questions.
Update Servicing Director system with loan level information.
Provide client service assistance to clients and CCHL sales staff.
Serve as the main contact for client regarding mortgage applications, loan status, payments, and general inquiries.
Respond to client questions via phone, email, and written correspondence in a timely and professional manner.
Explain mortgage products, loan terms, payment schedules, escrow accounts, and servicing procedures clearly and accurately.
Assist clients with documentation requests, forms, and basic loan modifications or payment options.
Research and resolve client issues, discrepancies, or complaints while maintaining compliance with regulations.
Update and maintain accurate client and loan records in internal systems.
Collaborate with Loan Officers, Processors, Underwriters, and Servicing teams to resolve issues efficiently.
Ensure adherence to federal, state, and company mortgage lending and servicing guidelines.
Maintain high client satisfaction and service-level standards.
Provides additional support to manager and department colleagues.
Completes all assigned/required Bank training within established timelines.