Customer Service Representative

Community Financial System, Inc.•Olean, NY

56d

About The Position

The Customer Service Representative plays a key role in delivering accurate, timely, and professional support to both internal and external customers regarding a wide range of loan servicing topics. This position requires a comprehensive understanding of consumer, mortgage, and commercial loans, as well as related operational processes such as payments, escrow, amortization, payoffs, and account maintenance.

Requirements

Associates Degree in Business or Finance preferred (or equivalent relative work experience)
All applicants must be 18 years of age or older
Strong verbal and written communication skills with a professional, customer-focused demeanor
Excellent attention to detail, time management, and organizational skills
Ability to multi-task and work effectively in a fast-paced, high-volume environment
Proficient in Microsoft Office, especially Word and Excel
Strong data entry, computer navigation, and system documentation skills
Solid research, problem-solving, and critical thinking abilities
Team-oriented with a collaborative approach to achieving goals
One-year experience in customer service or related financial services role normally required

Nice To Haves

Experience in loan operations or loan support functions a strong plus

Responsibilities

Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, and meet all training requirements in a timely manner.
Serve as the first line of support for incoming telephone inquiries from customers, branch staff, and internal departments regarding loan accounts, including payoffs, payment histories, billing disputes, escrow accounts, amortization schedules, interest calculations, and more
Research and resolve complex account issues, perform necessary loan maintenance, and communicate resolutions clearly and professionally
Reorder coupon books and process installment loan payment deferments, including due date changes, in accordance with bank policy and customer requests
Respond to and document requests related to automatic funds transfers (AFTs), ACH payment activity, deceased borrower procedures, and account adjustments
Prepare and send customer correspondence related to loan servicing inquiries, account updates, or other transactional needs
Respond to and fulfill loan information requests received from government agencies, financial institutions, and legal representatives
Coordinate and collaborate with other departments and team members to ensure accurate information flow and efficient service resolution
Utilize loan servicing systems, document imaging platforms, and Microsoft Office tools to process, track, and report work activities
Maintain working knowledge of consumer protection laws and regulations including but not limited to FCRA, SCRA, MLA, RESPA, SII as well as internal loan servicing procedures
Participate in departmental projects or initiatives as needed and contribute toward continuous process improvement
Maintain a high level of professionalism and customer service, balancing empathy and compliance in every interaction
As an integral member of the Loan Operations Department, this position is also responsible to provide assistance wherever necessary to help the Loan Operations Department and the Bank in achieving their annual goals.