Unlock your potential as a Loan Servicing Analyst in our Client Contact Center. Be at the forefront of client service excellence, managing inquiries and providing professional support. Join a team that values client satisfaction and continuous improvement.

As a Loan Servicing Analyst in the Client Onboarding & Service (COS) Client Contact Center, you will be responsible for assisting clients through inbound calls and emails. Your role will involve managing incoming communications from both internal and external clients, ensuring high-quality service and striving for one-call resolution.
 

Job Responsibilities:

Build knowledge of loans and services in the Commercial Lending space.Provide high-quality, professional service with emphasis on one-call resolution.Respond to client inquiries with clear and concise communication via email.Analyze and interpret transactions, statements, and loan documents for inquiry resolution.Maintain a high level of knowledge of products, loan types, and services.Thoroughly research accounts and complete servicing forms to fulfill client requests.Serve as a liaison between client managers, operations, and loan servicing teams.Identify issues and risks to prevent fraudulent account behavior and manage controls.Project a confident and professional presence to clients and stakeholders.Work independently with supervision and escalate complex issues as necessary.Drive high levels of service and client experience and perform additional duties as assigned by the leadership team.

Required Qualifications, Capabilities, and Skills:

Ability to work in a fast-paced, constantly evolving environment.Strong client focus with a sense of urgency and service excellence.Exemplary teamwork skills with a professional, positive, and supportive attitude.Excellent communication skills, both written and verbal.Ability to learn and adapt to new industry, company, product, or technical knowledge.Highly organized with the ability to manage competing priorities.Professional presence with adaptability to evolving needs and situations.Willingness to work in any shifts and adapt to business needs.Strong problem-solving and troubleshooting skills.Understanding of US banking and regulatory requirements around data security and protection.

Preferred Qualifications, Capabilities, and Skills:

College degree preferred, or equivalent work experience.Minimum of one to three years of experience in customer service, operations, sales, or portfolio management, preferably in banking or financial services.Proficient PC skills, including Word, Excel, and PowerPoint.