Loan Servicing Specialist

Loan Servicing Specialist

Job Overview:

The Loan Servicing Specialist specializes in delivering an exceptional customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. This role supports daily branch operations, meets customer service and sales needs, and manages customer appointments to identify needs and refer complex issues to appropriate team members.

Necessary background in academia and practical roles:

• Meeting the educational standard with either a high school diploma or GED.
• Individuals applying for the position should have a minimum of one year of exposure to retail sales, call center tasks, customer service, or telesales.
• Ability to excel in verbal and interpersonal communication skills.
• Skill in managing challenging customer interactions and addressing varying customer needs effectively.
• Well-organized with strong time management and prioritization skills.
• Proficient in adapting to and excelling in a fast-paced, pressure-filled team setting.
• Proficient in internet-related technological competencies.

Preferred Qualifications:

• Bilingual competency tailored to specific branch requirements.
• Validated effectiveness in sales strategies or referral initiatives.
• Physical Requirements:
• The capacity to withstand long periods on one's feet.
• Persistent use of hands and fingers over an extended timeframe.
• Proficiency in managing objects across a spectrum of weights, from 5 to 30 pounds, through lifting techniques.
• Knack for understanding fine print.
• Capacity for direct customer engagement in a face-to-face work environment.

Key Responsibilities:

• Foster customer engagement by providing details on Consumer and Business Banking services. Recommend appropriate solutions based on individual preferences and highlight the importance of utilizing digital banking features for secure and efficient banking transactions.
• Handling appointments and consultations entails overseeing customer visits that are arranged in advance or occur without prior notice to identify their banking needs and ensure a smooth handover to the suitable banking partners for complex issues.
• Reach out to customers proactively to bolster retention and expand relationship networks.
• Customer Service: Provide customer service in the lobby by welcoming clients, responding to inquiries, and taking charge of addressing immediate banking needs.
• Assist in daily branch operations through Operational Support, including helping with customer transactions, resolving overdraft issues, and ensuring adherence to internal protocols. Complete operational tasks as necessary.
• Ensuring Compliance and Risk Management: Keeping abreast of Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) procedures. Detecting and escalating potential fraud cases. Confirming compliance with operational and regulatory standards.
• Customer Resolution: Efficiently manage customer complaints by accurately documenting and following up on them promptly. Ensure timely and effective resolution of customer issues.
• Sales Referrals involve spotting potential sales leads and steering customers towards the right banking collaborators for personalized product offerings.

Scope of Responsibilities:

• Deliver exceptional support and handle customer problems in a timely manner.
• Increase branch revenue and enhance customer satisfaction through targeted sales efforts.
• Undertake diverse roles within the branch, such as commencing new account procedures, originating loans, resolving issues, and processing transactions.
• Demonstrate empathy and customer-centric behavior, be adaptable to various needs, and show proficiency in digital fluency during all customer interactions.

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