Contact Center Loan Servicing Specialist

Mercantile Bank•Various Locations within Michigan, MI

2d•Hybrid

About The Position

Join Mercantile Bank as a Contact Center Loan Servicing Specialist and play a pivotal role in shaping our customer experience! This exciting opportunity can be based in our primary Contact Center locations in Wyoming, MI or Alma, MI, with additional flexibility to be based in other locations across Michigan. The role begins with an in-office training period, followed by the potential for a hybrid work arrangement. Please note that travel to Wyoming and Alma is required during training. 3 positions available.

Requirements

3-5 years customer service and sales experience
3-5 years retail loan origination, operations, or servicing (mortgage experience a plus)
2+ years with Mercantile Bank
Strong written/verbal communication; high comfort with technology
Demonstrated leadership participation, strong performance history, and supervisor recommendation

Nice To Haves

Mortgage experience a plus

Responsibilities

Responsible for delivering exceptional customer experiences by handling complex inquiries, providing advanced product and service guidance and executing transactions with accuracy and efficiency.
Functions as a subject-matter expert, supporting both customers and internal team members by demonstrating deep knowledge of retail loan servicing tasks, banking products, digital channels, regulatory expectations and operational procedures.
Manage escalated calls/chats and resolving service issues, this position proactively identifies customer needs, uncovers relationship-building opportunities and recommends financial solutions aligned with the banks and customer goals.
Serve as a front-line ambassador for Mercantile Bank, resolving complex loan-servicing questions while protecting accuracy, compliance, and service quality.
Manage escalated interactions across phone, chat, email, and messaging.
Execute servicing transactions (payment posting, escrow administration, account maintenance).
Educate customers on loan, deposit, and digital products.
Partner with internal teams to drive timely resolutions.
Mentor peers, model performance standards, and surface process improvements that strengthen efficiency and customer outcomes.