Senior Loan Customer Service Specialist

Job Description

Job Description

LOCATION: Stuart or The Villages in Florida

JOB SUMMARY:

The Loan Customer Service Specialist is part customer advocate, part problem solver, and part loan expert. Serving as the go-to resource for loan inquiries, payments, and account servicing, this role helps customers navigate their questions and challenges with confidence and ease.

From processing payments and payoffs to researching account details and resolving escalated issues, no two days are exactly alike. You'll also support fellow associates by documenting procedures, sharing knowledge, and helping uncover solutions when things don't go as planned. Think of it as being the person who can find the answer when everyone else is saying, "Hmm, that's a good question."

If you enjoy helping people, solving puzzles, and making complex loan servicing feel simple, this role offers plenty of opportunities to make a meaningful impact while building trust through honesty, integrity, and authenticity.

ESSENTIAL DUTITIES AND 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 to internal and external customers 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.  

Operational Functions

• Process payments and payoffs including reversing of payments and other corrections as needed; track and process E-forms; automatic & ACH payment setups; work the

Unapplied, NACHA, ACH, Autopay, and Posting Reject report daily, researching via on-line check imaging system.

• Reviews 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.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent; associate degree preferred.
• 5+ years of experience in customer service, with a minimum or 3 years in banking or loan servicing experience. Call Center experience a plus.
• Strong communication and problem-solving skills.
• Proficiency in Microsoft Office and loan servicing systems.
• Knowledge of consumer lending regulations (FDCPA, RESPA, SCRA, MLA, IRS 1099 reporting etc.) is a plus.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be an exhaustive list of responsibilities, duties, and skills.  Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry.  It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles.  This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities. 

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