Senior Loan Customer Service Specialist

Seacoast Bank•The Villages, FL

2d•Onsite

About The Position

The Loan Customer Service Specialist serves as the primary point of contact for customers regarding loan inquiries, payments, and account servicing. This role ensures an exceptional customer experience by providing accurate information, resolving issues promptly, and maintaining compliance with company policies and regulatory requirements. Responsibilities include addressing customer escalations and managing administrative functions such as customer research requests and processing loan payment transactions, payoffs, maintenance, and disbursements. The associate is responsible for providing support to other associates, documenting procedures, and researching and correcting issues. This role consistently gains the confidence and trust of others through honesty, integrity, and authenticity.

Requirements

High school diploma or equivalent
Minimum of 3 years in banking or loan servicing experience
5+ years of experience in customer service
Strong communication and problem-solving skills
Ability to work in a fast-paced environment and manage multiple priorities
Proficiency in Microsoft Office and loan servicing systems
Customer-focused mindset with strong interpersonal skills
Attention to detail and accuracy in data entry
Ability to handle sensitive information with confidentiality
Team-oriented and adaptable to change

Nice To Haves

Associate degree preferred
Call Center experience a plus
Knowledge of consumer lending regulations (FDCPA, RESPA, SCRA, MLA, IRS 1099 reporting etc.) is a plus

Responsibilities

Respond to inbound calls and emails from customers regarding loan accounts, payment options, payoff requests, and general inquiries, providing a high level of customer service with operational integrity.
Provide clear and accurate information about loan terms, interest rates, payment schedules, and account status.
Assist customers with troubleshooting online payment systems and account access issues.
Process payment arrangements, payoff quotes, and account updates in accordance with company policies.
Document all customer interactions in the system accurately and timely.
Escalate complex issues to appropriate departments while maintaining ownership until resolution.
Ensure compliance with federal and state lending regulations, privacy laws, and internal procedures.
Meet or exceed performance metrics including call quality, response time, and customer satisfaction scores.
De-escalate customer calls as needed.
Process payments and payoffs including reversing payments and other corrections; track and process E-forms; set up automatic & ACH payments; work the Unapplied, NACHA, ACH, Autopay, and Posting Reject report daily, researching via on-line check imaging system.
Review paid loans report and remove paid loans from the CoreLogic flood and tax tracking.
Reconcile and process transactions necessary to mark sold loans as transferred in IBS.
Perform non-accrual, charge off, OREO and risk rating changes as instructed by authorized individuals.
Reconcile and process incoming purchased loan pool remittance funds for all loan pools.
Answer external customer and in-house inquiries regarding loan operations functions, always keeping customer service a priority.
Prepare written correspondence in response to customer inquiries whenever applicable.
Sort and distribute all system-generated reports; mail loan notices; scan loan documents and ensure data is properly stored in appropriate digital storage folders; collect, sort, and distribute, as applicable, all Loan Operations incoming mail.
Adhere to established policies and procedures; create and amend assigned procedures immediately upon notification of change, addition, or declination.
Ensure adherence to AML/BSA requirements, operational procedures, audit procedures, risk/control expectations, dual control, security, Business Continuity, and all other regulated banking requirements.
Provide guidance, assistance, and mentoring to junior specialists.