Consumer Portfolio Specialist

Bank OZK•Alpharetta, GA

About The Position

The Consumer Portfolio Specialist supports all Central Fulfillment Lending Groups with client servicing. The role responds to customer questions about mortgage servicing, assists with insurance-policy updates through Escrow Department requests, and explains late charges or seeks approval to waive fees under policy. It also maintains production and closing records, reconciles monthly reports, coordinates loan-status and missing-documentation information with internal teams and title companies, and provides administrative support to the Manager. The position emphasizes customer support, accuracy, organization, punctuality, and adherence to Bank policies and procedures.

Requirements

High school diploma or equivalent.
At least one year of work experience with Microsoft Outlook, Word, and Excel.
At least one year of administrative or clerical experience.
NMLS, or successful completion of the NMLS process within 30 days of hire.
Effective verbal and written communication skills.
Initiative in accomplishing work objectives.
Ability to work effectively and flexibly in a continually changing environment.
Effective organization, critical thinking, analytical, and problem-solving skills.
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
Ability to work without close supervision and maintain attention to detail.
Ability to work effectively in a team environment.
Ability to work extended hours.
Computer skills, including Microsoft Office applications Outlook, Word, Excel, and PowerPoint.
Ability to operate customary business equipment and technology, with or without accommodation.

Responsibilities

Accept inbound calls from call-center staff or customers regarding mortgage servicing questions.
Work with customers to update insurance policies through Escrow Department requests.
Explain late charges or request approval to waive fees in accordance with policy.
Use the Bank’s origination system to develop and maintain production reporting.
Maintain daily records of transactions in process, develop the closing calendar, and prepare the funded closing report.
Communicate loan status and missing post-closing documentation needs with Central Loan Processing, title companies, Consumer Finance Group staff, and the Loan Booking Department.
Reconcile monthly reports with lenders’ monthly application and funding results.
Provide customer support to meet customer needs and maximize the customer/Bank relationship.
Provide administrative support to the Manager.
Maintain punctuality and attendance, and follow Bank policy, procedures, and guidelines.