Consumer Loan Customer Service Specialist

Customer Service Representative

The Customer Service Representative plays a vital role in supporting the daily operations of our financial institution. This position is responsible for efficiently handling loan customers, both in person and phone with loan requests and service of existing loans. This, along with other service-related administrative tasks will require legendary service and professionalism.

Key Duties and Responsibilities

Customer service: Answer incoming phone calls, direct inquiries to appropriate departments, and provide prompt, courteous assistance to customers and team members. Assist with general inquiries, account information, and support of consumer loan customers, both in person and telephone. Assist walk in customers with their application or other service requests.

Processing: Using the Teller Encore system to process loan payments and other monetary transactions. Prepare daily letters and notices for mailing. Verify paid off loans for mailing and release collateral.

Team Support: Assist the lending department and operations team to ensure tasks are completed and customers are provided with legendary service. Processing letters, completing loan maintenance, document checkback, working reports etc.

Additional Duties: Perform other duties as assigned by management to support departmental and organizational goals.

Work Environment

This position requires working in a professional office setting, interacting with customers, colleagues, and management on a daily basis. The Loan Operations Specialist should be comfortable multitasking, prioritizing responsibilities, and adapting to changing needs.

Requirements

This position requires effective communication and collaboration between all lending personnel, borrowers, regulators, and auditors, to ensure adequate and proper procedures, processing, and system coding.

Ability to understand and apply compliance rules and guidelines according to regulations, as well as stay current on updates and changes to the lending systems.

Qualifications

• High school diploma or equivalent required.
• Prior experience in banking, lending, or financial services is highly desirable.
• Strong organizational and time management skills.
• Excellent communication and customer service abilities.
• Proficiency in computer systems.
• Attention to detail and ability to manage confidential information.