Loan Servicing Customer Service Representative Team Leader

Regions Bank•Hattiesburg, MS

7d•Onsite

About The Position

At Regions, the Loan Servicing Customer Service Representative Senior serves as back-up support to both internal and external customers with a variety of tasks supporting the Loan Servicing Customer Service team. This position includes coaching of team members and is pivotal in the training and mentoring of new team members. Primary Responsibilities Provides support to the team and customers by being a Subject Matter Expert Assists management with all aspects of coaching, training, and quality review Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies Coordinates problem resolution with appropriate departments Informs customers of standard procedures or resolution of problems Follows up, either verbally or in writing, to ensure customer satisfaction Resolves escalated customer and associate issues when necessary Conducts fraud and tax-related callbacks in accordance with departmental requirements, ensuring accurate verification, documentation, and resolution of sensitive customer issues Reviews and responds to customer satisfaction surveys and voicemail (VM) feedback, particularly low-rated interactions, to identify service gaps and address concerns Handles overflow communications and flagged items, ensuring timely follow-up, proper documentation, and alignment with established protocols Performs detailed research to resolve complex customer inquiries and provides peer coaching to support knowledge sharing, skill development, and performance improvement across the team Assists in the delivery of topical presentations and team huddles to communicate updates, reinforce key concepts, and promote continuous learning within the team Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices May make periodic calls to existing customers to determine satisfaction with the company, products and services This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.

Requirements

High School Diploma or GED
Five (5) years of customer service, mortgage, loan servicing or related experience
Ability to coach and mentor team members
Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
Ability to work in a fast-paced environment
Detailed oriented
Excellent customer service skills
General knowledge of mortgage industry
Good verbal and written communication skills
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, ect.)
Provide peer coaching and mentorship to support employee development, reinforce best practices, and improve overall team performance.
Conduct detailed research and analysis to resolve complex issues, identify trends, and support informed decision-making.
Prepare and deliver topical presentations to enhance team knowledge, communicate process updates, and promote continuous learning.
Facilitate team huddles to share key information, align priorities, and encourage collaboration and engagement.
Deliver backup support for callback operations during peak volumes and staffing shortages to maintain service levels and customer satisfaction.
Collaborate with leadership and team members to drive operational excellence and ensure consistent adherence to policies and procedures.
Monitor and manage overflow communication flags, escalating issues as appropriate to maintain service levels.

Nice To Haves

Leadership experience
Mortgage or Loan Servicing experience

Responsibilities

Provides support to the team and customers by being a Subject Matter Expert
Assists management with all aspects of coaching, training, and quality review
Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies
Coordinates problem resolution with appropriate departments
Informs customers of standard procedures or resolution of problems
Follows up, either verbally or in writing, to ensure customer satisfaction
Resolves escalated customer and associate issues when necessary
Conducts fraud and tax-related callbacks in accordance with departmental requirements, ensuring accurate verification, documentation, and resolution of sensitive customer issues
Reviews and responds to customer satisfaction surveys and voicemail (VM) feedback, particularly low-rated interactions, to identify service gaps and address concerns
Handles overflow communications and flagged items, ensuring timely follow-up, proper documentation, and alignment with established protocols
Performs detailed research to resolve complex customer inquiries and provides peer coaching to support knowledge sharing, skill development, and performance improvement across the team
Assists in the delivery of topical presentations and team huddles to communicate updates, reinforce key concepts, and promote continuous learning within the team
Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices
May make periodic calls to existing customers to determine satisfaction with the company, products and services