Senior Loan Customer Service Specialist
Seacoast National Bank, Tallahassee, Florida, United States
Location
Stuart, FL
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 supports other associates, documents procedures, researches and corrects issues, and consistently gains the confidence and trust of others through honesty, integrity, and authenticity.
Essential Duties and Responsibilities
Respond to inbound calls and emails from customers regarding loan accounts, payment options, payoff requests, and general inquiries to provide 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 payments and other corrections as needed; track and process E‑forms; handle automatic & ACH payment setups; work the Unapplied, NACHA, ACH, Autopay, and Posting Reject reports daily, researching via online check imaging system.
Review 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; mail loan notices; scan loan documents and ensure that data is properly stored in appropriate digital storage folders; collect, sort and distribute, as applicable, all loan operations incoming mail.
Adhere to established policies and procedures; create and amend assigned procedures immediately upon notification of change, addition, or deletion.
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 Experience
High school diploma or equivalent; associate degree preferred.
5+ years of experience in customer service, with a minimum of 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.
Equal Opportunity Employer 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.
#LI-PF1
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr
Stuart, FL
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 supports other associates, documents procedures, researches and corrects issues, and consistently gains the confidence and trust of others through honesty, integrity, and authenticity.
Essential Duties and Responsibilities
Respond to inbound calls and emails from customers regarding loan accounts, payment options, payoff requests, and general inquiries to provide 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 payments and other corrections as needed; track and process E‑forms; handle automatic & ACH payment setups; work the Unapplied, NACHA, ACH, Autopay, and Posting Reject reports daily, researching via online check imaging system.
Review 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; mail loan notices; scan loan documents and ensure that data is properly stored in appropriate digital storage folders; collect, sort and distribute, as applicable, all loan operations incoming mail.
Adhere to established policies and procedures; create and amend assigned procedures immediately upon notification of change, addition, or deletion.
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 Experience
High school diploma or equivalent; associate degree preferred.
5+ years of experience in customer service, with a minimum of 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.
Equal Opportunity Employer 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.
#LI-PF1
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr