Customer Service Specialist

CUSTOMER SERVICE SPECIALIST

WHAT IS THE OPPORTUNITY?

This position is responsible for responding to written, email and phone inquiries regarding loan servicing. Responsibilities include performing research and resolving loan application, boarding and processing inquiries (e.g., loan terms, adjustments and payments), determining causes of rejected items, preparing exception reports, and researching and analyzing problems and recommending solutions.

WHAT WILL YOU DO?

• Serves as primary contact for clients and various units in the research and resolution of loan servicing problems and inquires. Answers questions about loan agreements, adjustments, prepayments, insurance, payoffs, interest adjustments, reversals, etc. Ensures client satisfaction.

• Performs applicable research to resolve inquiry for all loans and system of record, including but not limited to issues relating to payment application and loan boarding. Resolves questions on loan terms, system codes, product types, functions, etc.,

• Understand mortgage products, including Escrow Analysis, cushions, shortages, surpluses etc., Process payment of taxes, insurance, PMI, etc., Understand Variable plans, changes, interest rates, periodic rate caps, floors, ceiling, reamortizations etc.,

• Coordinates with clients, account officers and appropriate units to ensure that clients are properly serviced, paperwork is properly executed and all operational arrangements are in place to service assigned accounts.

• Provides guidance to clients on issues requiring immediate attention, including complaints, processing issues, account inquiries, product and services suggestions, etc.

• Prepares various exception reports including Auto Debit rejects, ALDO Credit Notices, Metavante loan statements, etc.

• Reverses all automatic payment overdrafts within established limits based on analysis of request and use of sound decision making.

• Familiarity with consumer regulations pertaining to Credit Bureau reporting, dispute resolution, Civil Service Members Relief Act, RESPA is required.

• Maintains a proactive commitment to established bank programs, such as Community Reinvestment Act (CRA) and Affirmative Action.

• Complies fully with all Bank Operational and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications *

• Bachelor's Degree or equivalent

• Minimum of 3 years loan servicing experience preferably as a loan boarder, payment processor or other position that requires system processing experience.

• Minimum of 3 years of customer service experience

Additional Qualifications

• Knowledge of banking requirements and regulations.

• Must possess excellent organizational and customer service skills.

• Working knowledge of Metavante, AFS and Leasepak.

• Excellent written and oral communication skills.

WHAT'S IN IT FOR YOU?

Compensation Starting base salary: $24.46 - $36.69 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date

• Generous 401(k) company matching contribution

• Career Development through Tuition Reimbursement and other internal upskilling and training resources

• Valued Time Away benefits including vacation, sick and volunteer time

• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs

• Career Mobility support from a dedicated recruitment team

• Colleague Resource Groups to support networking and community engagement

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ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.