Senior Loan Customer Service Specialist

LOCATION: Stuart or The Villages in Florida

JOB SUMMARY:

Loan Customer Service Specialist serves as the primary point of contact for customers regarding loan inquiries, payments, and account servicing. This role ensures exceptional customer experience by providing accurate information, resolving issues promptly, and maintaining compliance with company policies and regulatory requirements. Responsibilities also include addressing customer escalations and managing administrative functions including customer research requests and processing loan payment transactions, payoffs, maintenance, and disbursements. The associate is responsible for providing support to other associates, documenting procedures, research and correct issues. Consistently gains the confidence and trust of others through honesty, integrity, and authenticity.

ESSENTIAL DUTITIES AND RESPONSIBILITIES:

• Respond to inbound calls and emails from customers regarding loan accounts, payment options, payoff requests, and general inquiries. Providing a high level of customer service to internal and external customers with operational integrity.

• Provide clear and accurate information about loan terms, interest rates, payment schedules, and account status.
• Assist customers with troubleshooting online payment systems and account access issues.
• Process payment arrangements, payoff quotes, and account updates in accordance with company policies.
• Document all customer interactions in the system accurately and timely.
• Escalate complex issues to appropriate departments while maintaining ownership until resolution.
• Ensure compliance with federal and state lending regulations, privacy laws, and internal procedures.
• Meet or exceed performance metrics including call quality, response time, and customer satisfaction scores.
• De-escalate customer calls as needed.

Operational Functions

• Process payments and payoffs including reversing of payments and other corrections as needed; track and process E-forms; automatic & ACH payment setups; work the

Unapplied, NACHA, ACH, Autopay, and Posting Reject report daily, researching via on-line check imaging system.

• Reviews paid loans report and remove paid loans from the CoreLogic flood and tax tracking
• Reconcile and process transactions necessary to mark sold loans as transferred in IBS.
• Perform non-accrual, charge off, OREO and risk rating changes as instructed by authorized individuals.
• Reconcile and process incoming purchased loan pool remittance funds for all loan pools.
• Answer external customer and in-house inquiries regarding loan operations functions while always keeping customer service a priority. Prepare written correspondence, in response to customer inquiries, whenever applicable.
• Sort and distribute all system generated reports; mails loan notices; scans loan documents and ensure that data is properly stored in appropriate digital storage folders; Collects, sorts and distributes, as applicable, all Loan Operations incoming mail.
• Adherence to established policies and procedures; Create and amend assigned procedures immediately upon notification of change, addition or declination
• Ensure adherence to AML/BSA requirements, operational procedures, audit procedures, risk/control expectations, dual control, security, Business Continuity, and all other regulated banking requirements.
• Provide guidance, assistance and mentoring to junior specialists.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent; associate degree preferred.
• 5 years of experience in customer service, with a minimum or 3 years in banking or loan servicing experience. Call Center experience a plus.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficiency in Microsoft Office and loan servicing systems.
• Knowledge of consumer lending regulations (FDCPA, RESPA, SCRA, MLA, IRS 1099 reporting etc.) is a plus.

Core Competencies:

• Customer-focused mindset with strong interpersonal skills.
• Attention to detail and accuracy in data entry.
• Ability to handle sensitive information with confidentiality.
• Team-oriented and adaptable to change.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be an exhaustive list of responsibilities, duties, and skills.  Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry.  It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles.  This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities. 

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