Loan Servicing Customer Service Rep- Hattiesburg, MS

Regions Bank•Hattiesburg, MS

1d•Hybrid

About The Position

At Regions, the Loan Servicing Customer Service Representative responds to customer inquiries or complaints regarding Loan Servicing products or services. The role determines the best method to resolve problems while ensuring customer satisfaction and adherence to company policies, coordinates resolution with appropriate departments, explains standard procedures or resolutions, and follows up verbally or in writing to confirm customer satisfaction. The representative works with close supervision or under clearly defined procedures and may make periodic calls to existing customers to assess their satisfaction with the company, products, and services. The position also supports compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for process improvement; and applies disciplined change management practices. Time is tracked, and hours worked in excess of 40 per week are eligible for overtime under the Fair Labor Standards Act. The role is incentive eligible. Full onsite presence is required during training. The training shift is 7:30 a.m. to 4:30 p.m. After training, there is a six-month probationary period before the associate may be considered for hybrid work. The hybrid schedule is four days onsite and one day remote each week. The associate must be available Monday through Friday between 7 a.m. and 6 p.m. Central Time; the specific shift is assigned based on business needs. Proximity to Hattiesburg, Mississippi, is required.

Requirements

High school diploma or GED.
Pass any assessment associated with the position.
Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance.
Ability to work in a fast-paced environment.
Basic computer skills.
Excellent customer service skills.
Good verbal and written communication skills.
Must be available to work Monday through Friday anytime between 7 a.m. and 6 p.m. Central Time; the specific shift is assigned based on business needs.
Proximity to Hattiesburg, Mississippi, is required.

Nice To Haves

One year of customer service or related experience.

Responsibilities

Respond to customer inquiries or complaints regarding Loan Servicing products or services.
Determine the best method to resolve problems while ensuring customer satisfaction and adherence to company policies.
Coordinate problem resolution with appropriate departments.
Inform customers of standard procedures or the resolution of a problem.
Follow up verbally or in writing to ensure customer satisfaction.
Ensure compliance with risk management programs, rules and regulations, and cybersecurity practices.
Identify opportunities for and support process improvements.
Apply disciplined change management practices.
May make periodic calls to existing customers to determine satisfaction with the company, products, and services.

Benefits

Paid vacation and sick time
401K with company match
Medical, dental, and vision benefits
Disability benefits
Health Savings Account
Flexible Spending Account
Life insurance
Parental leave
Employee Assistance Program
Associate Volunteer Program
Formulaic incentive plan with potential to earn incentives based on performance against defined metrics and goals