Servicing Administration Specialist

Servicing Administration Specialist

The Servicing Administration Specialist plays a critical role in supporting the Account Servicing department through accurate and timely execution of administrative and customer correspondence tasks. This position is responsible for handling account administrative support duties and processing customer correspondence in compliance with company policies, procedures, and Service Level Agreements (SLAs). The Specialist ensures a seamless customer experience and maintains detailed records of all activities. This role reports to the Servicing Administration Manager.

This hybrid position requires employees to work onsite at our Wausau, WI office two days per week. The regular work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m.

Essential Functions

• Serve as the primary contact for administrative tasks including scanning, privacy opt-outs, USPS address changes, mail processing, late fee waivers, due date changes, extensions/deferments, and customer correspondence.
• Draft, process, and send letters accurately via mail, fax, or email, including Payoff Letters, Letters of Guarantee, UCC-related letters, and other customer correspondence.
• Retain copies of all correspondence sent and maintain accurate records of account modifications and updates.
• Manage customer contact preference updates, such as e-statement opt-outs.
• Process returned mail, SharePoint requests, and system queue tasks to ensure timely completion.
• Capture and document activities performed on accounts, maintaining compliance with company standards.
• Run daily files, maintain logs of requests, and ensure tasks are accurately tracked.
• Perform general office and administrative duties related to account servicing, including front desk support and mail preparation (e.g., stuffing and sealing envelopes).
• Supervise assigned queues to ensure work is completed on time.

Required Education and Experience

• High School Diploma or GED equivalent required
• 1 year in Customer Service, or a related field, required
• Financial industry experience preferred
• Attention to detail and accuracy required
• Excellent verbal and written communication skills required
• Proficient in the utilization of Microsoft Office Suite
• Ability to thrive in a fast paced work environment
• Strong problem-solving skills, with the ability to identify issues and implement effective solutions
• Capable of managing large amounts of information using computer systems, creating and editing databases, and generating reports
• Basic understanding of mathematical concepts
• Strong organizational and analytical skills to handle multiple tasks simultaneously

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds. This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.