Servicing Specialist

Job Title: Servicing Specialist

Department: Servicing

Supervisor: Director of Servicing

FLSA Status: Non exempt

Location: Providence, Rhode Island

Summary 

The Servicing Specialist is a vital part of Capital Good Fund’s team and social mission. Specifically, the Servicing Specialist provides high-level customer support to our borrowers; explains and offers our loan repayment solutions; guides them through financial hardship; and, in so doing, helps ensure the long-term sustainability of our loan portfolio. As such, this is the perfect position to help our borrowers in times of financial need and be part of our exciting growth plans. The Servicing Specialist’s principal role is to maximize the impact and financial performance of our loan portfolio by working closely with our borrowers and collaborating with the different departments in our organization. Capital Good Fund employees are passionate, motivated and committed to using financial services to transform the lives of the people we serve.

Essential duties and responsibilities include the following. Other duties may be included as assigned.

•  Communicate fluently, both written and verbally, in English and Spanish.

• Become part of a dedicated and dynamic team with responsibilities that expand from customer service, payment processing, account negotiation, to conflict resolution.


• Carry out our debt collections strategies while fully complying with federal and state regulations surrounding debt collection. 


• Provide courteous, compassionate, knowledgeable, and professional customer service, both in person and through our other methods of communication.


• Perform accurate data input into a variety of software, while safeguarding sensitive information.


• Work with several software including but not limited to Cloud Lending, Salesforce Microsoft Suite, among others.


• Utilize several methods of communication to reach and service our borrowers; this include telephone calls, email, letters, faxes, and text messages.


• Be responsible for managing our borrowers' requests and providing payment solutions that fit their needs and are in accordance with our Loan Servicing policies.


• Contribute to the rest of the organization by reporting and providing feedback on the different activities and performance of the Loan Servicing Department.

Required Skills, Knowledge and Abilities

• Excellent attention to detail, be accountable for your work, and be highly process-oriented.


• Demonstrate proactivity, assume responsibility, display initiative, exercise good judgment and make and act upon decisions with minimal supervision.


• Possess strong skills operating a personal computer including Microsoft Word, Microsoft Excel, and navigating the internet; must feel comfortable learning different technology systems and software. 


• Professional Customer Service experience


• Ability to work independently, as well as within a team environment


• Enjoy working with people, and be able to empathize with people of different backgrounds.


• Possess problem solving abilities, and thrive in a startup environment, while learning quickly.

Preferred Skills, Knowledge and Abilities

• Experience in financial services and consumer debt and credit


• Experience working in low-income/distressed communities


• Knowledge of applicable laws and lending regulations (FCRA, FDCPA, etc.)


• Bachelor’s degree or equivalent experience


• Previous experience in personal, auto lending, banking, and/or debt collections industries.

Physical Requirements

 Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

NO RECRUITERS OR AGENCIES PLEASE