Commercial Loan Servicing Specialist

Job Title

Play a key role in delivering exceptional service to commercial lending clients and business partners.

In this position, you will serve as a primary point of contact for borrowers, responding to inquiries and processing loan servicing transactions through phone and email communications. You will help ensure the accurate and timely handling of payments, payoffs, account maintenance requests, and other servicing activities while partnering with internal teams to resolve issues and support a seamless client experience. This role is ideal for a customer-focused professional who enjoys problem-solving, thrives in a fast-paced environment, and is committed to delivering high-quality service with accuracy and attention to detail.

Responsibilities

• Support customers and resolve inquiries via portal requests, phone, and email cases related to commercial loan servicing, including payments, payoffs, account status, and other related transactions
• Investigate and research customer requests, explore alternative solutions to ensure successful resolution, and appropriately close and disposition each interaction
• Assist clients with navigating the Commercial Portal, providing guidance and troubleshooting to ensure a smooth and positive experience
• Maintain or exceed established service level agreements (SLAs) and call quality standards; independently resolve routine servicing issues and escalate complex or sensitive matters promptly
• Develop a comprehensive understanding and expertise in the financial industry by learning and applying relevant procedures and regulations, ensuring compliance with industry standards while maintaining strict confidentiality and safeguarding customer information
• Work closely with your team and leadership to propose, develop, and actively contribute to the creation and enhancement of new processes and tools improving support workflows, increasing efficiency, and ensuring seamless integration with business operations while aligning with organizational goals and best practices
• Take ownership of each customer interaction, treating every customer with respect and responding with empathy

Qualifications

• High school diploma or equivalent
• 1-2+ years of customer success and problem-solving experience in a call center environment
• Punctual attendance, with outstanding work ethics
• Excellent written communicator
• Possess excellent keyboard skills and etiquette
• Knowledge of Windows, Microsoft Office applications, and Internet browsers
• Quickly and accurately perform multiple tasks
• Ability to react effectively and calmly in escalated situations
• Exceptional listening, questioning, and call control techniques
• Maintain customer confidentiality
• Sound and thorough knowledge related to products and services
• Ability to work in a high-volume work center
• Ability to type 45 wpm
• Financial industry experience within Commercial or Consumer Lending/Banking preferred
• Fluent in Spanish is a plus

Axos Employee Benefits May Include

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks' Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We're a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).