Service Process Coordinator

Citi • O’Fallon, MO

3d • Onsite

About The Position

The Service Process Coordinator performs relatively complex assignments and has a direct impact on the business by ensuring the quality of the tasks or services provided. This role works under little to no direct supervision and may service an expansive and/or diverse array of products/services. The coordinator applies working knowledge of technical and professional principles and concepts, along with in-depth knowledge of team objectives, understanding how assigned duties contribute to the work of the team/unit and how units coordinate efforts and resources. They ensure the quality and service of self and others and may recommend new options to enhance productivity. This role requires tact and diplomacy when exchanging complex or sensitive information and is sensitive to audience diversity. Basic knowledge of the organization, the business, and its policies is required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence, and is able to assess the applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Requirements

• 2-4 years relevant experience
• Requires sitting at a computer the majority of an 8-hour shift.
• Position requires ability to lift/maneuver 30 lb. banker’s boxes and push/pull fully loaded wooden carts.
• May assist with pulling files or re-filing files which required standing, stooping
• High School diploma or equivalent

Responsibilities

• Works with a wide variety of non-routine queues, to support a variety of loan types such as: ARMs, SCRAs, Homeowner Assistance Modifications (HAM), HUDs (residential & commercial), etc.
• Organizes, records, and services complex loans, which requires interacting with internal and external customers.
• As subject matter expert, resolves complex loan servicing issues under limited supervision and works on complex servicing projects such as: those related to process changes or projects to revise mortgage letter templates.
• Reconciles historical accounts and performs re-application/re-amortization functions for an expansive array of loans.
• Regularly mentors and trains lower level service processors or new team members.
• Works under little to no direct supervision.
• Identifies problems/process improvements, troubleshoots issues, and participates in testing to ensure that systems are functioning properly and help resolve problems.
• Applies in-depth knowledge of technical principles and loan concepts to service complex loans and resolve escalated issues, combined with in-depth knowledge of team objectives.
• Represents department at intra-departmental meetings and on various intra department projects.
• Typically uses tact and diplomacy when exchanging complex or sensitive information with internal and external contacts or customers.
• Provides support to customer service on non-routine and complex loan related questions.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED