LSD Customer Care Specialist

The Loan Servicing Customer Care Specialist I is responsible for providing high-quality customer service to borrowers while supporting the day-to-day administration of Residential and Consumer Loans. This role serves as a primary point of contact for loan-related inquiries and ensures accurate servicing in compliance with bank policies and regulatory requirements. In a community bank environment, this position emphasizes relationship-building, responsiveness, and personalized service.

• Provide high-quality customer support for mortgage-related inquiries via phone, web chat, and email within a high-volume call center environment
• Meet established call handling and service level standards while ensuring timely and accurate responses
• Review and verify loan documentation, prepare loan servicing transactions, and provide online system support to customers
• Assist customers with navigating and utilizing automated online payment systems
• Support escrow accounts, including processing escrow payments and updating customer account information
• Review and validate legal documents such as Living Trusts and Powers of Attorney in accordance with bank policies
• Monitor accounts and customer interactions for potential fraud or impersonation, and elevate concerns as appropriate
• Participate in process improvement initiatives to enhance efficiency and customer experience
• Flexible weekend and holidays work schedule required.
• Perform other duties and responsibilities as assigned.

• High school diploma or equivalent work-related experience required
• Minimum 2 years of experience in loan servicing, banking operations, or customer service (community bank or credit union experience preferred)
• Working knowledge of loan servicing practices, including payments, escrow, and account maintenance
• Familiarity with applicable regulations (RESPA, TILA, etc.) preferred
• Strong customer service, communication, and problem‑solving skills
• High attention to detail and accuracy
• Ability to manage multiple priorities in a fast‑paced environment
• Proficiency in banking systems and Microsoft Office applications
• Prefer bilingual candidate (Spanish)

• Ability to remain in a stationary position for extended periods (e.g., sitting or standing).
• Frequent use of a computer, phone, and other office equipment.
• Ability to communicate effectively with colleagues and customers.
• Occasionally move or lift items up to 10 pounds.

• Medical, dental, and vision insurance
• Flexible Spending Accounts (FSA, Dependent Care, Health Savings)
• Employee Stock Ownership Plan (ESOP)
• 401(k) with employer match
• Performance-based bonuses or incentives
• Paid holidays, vacation, and sick time
• Free personal checking and savings accounts
• Home loan rate discounts
• Tuition reimbursement and professional development resources
• On-site gym and discounted health club memberships
• Employee Assistance Program (EAP)

Fremont Bank is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification.

USD $24.50 - USD $30.00 /Hr.