CCHL Client Servicing Specialist | Kennesaw

Job Summary

Capital City Home Loans Client Service Specialist - Capital City Bank – More than your bank, your banker.

The Mortgage Client Servicing Specialist serves as a primary point of contact for borrowers throughout the mortgage process. The role provides accurate information, resolves customer inquiries, and ensures a smooth, positive experience from application through loan servicing. All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

• Utilize Ring Central phone systems to handle client service questions.
• Update Servicing Director system with loan level information.
• Provide client service assistance to clients and CCHL sales staff.
• Serve as the main contact for clients regarding mortgage applications, loan status, payments, and general inquiries.
• Respond to client questions via phone, email, and written correspondence in a timely and professional manner.
• Explain mortgage products, loan terms, payment schedules, escrow accounts, and servicing procedures clearly and accurately.
• Assist clients with documentation requests, forms, and basic loan modifications or payment options.
• Research and resolve client issues, discrepancies, or complaints while maintaining compliance with regulations.
• Update and maintain accurate client and loan records in internal systems.
• Collaborate with Loan Officers, Processors, Underwriters, and Servicing teams to resolve issues efficiently.
• Ensure adherence to federal, state, and company mortgage lending and servicing guidelines.
• Maintain high client satisfaction and service‑level standards.

Provides additional support to manager and department colleagues and completes all assigned/required bank training within established timelines.

• Client‑focused mindset
• Clear and concise communication
• Time management and organization
• Regulatory awareness (RESPA, TILA, FHA/VA, etc.)
• Problem‑solving skills for client or team issues

• Minimum high‑school diploma or equivalent required. Some college preferred. Experience in mortgage servicing, banking, financial services, or client service (mortgage experience preferred). Successful completion of in‑house training program or other approved training program will be considered. Fluent multilingual speaker is a plus.

• Lobby or cubicle environment.
• In the rare instance of a major natural disaster, pandemic, or other disruption within our footprint, associates may be required to relocate or telecommute to ensure business continuity.

• Medical, Dental, and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

Capital City Bank is an equal opportunity employer. This statement is not an all‑inclusive listing of the duties and responsibilities of the job, nor a listing of the skills and abilities required. It only describes the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. It does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. The description outlines current essential functions, which may change as the needs of the bank or department evolve.