Customer Service Specialist

Customer Service Specialist

What is the opportunity? This position is responsible for responding to written, email and phone inquiries regarding loan servicing. Responsibilities include performing research and resolving loan application, boarding and processing inquiries (e.g., loan terms, adjustments and payments), determining causes of rejected items, preparing exception reports, and researching and analyzing problems and recommending solutions.

• Serves as primary contact for clients and various units in the research and resolution of loan servicing problems and inquiries. Answers questions about loan agreements, adjustments, prepayments, insurance, payoffs, interest adjustments, reversals, etc. Ensures client satisfaction.

• Performs applicable research to resolve inquiry for all loans and system of record, including but not limited to issues relating to payment application and loan boarding. Resolves questions on loan terms, system codes, product types, functions, etc.

• Understand mortgage products, including Escrow Analysis, cushions, shortages, surpluses, process payment of taxes, insurance, PMI, etc., understand Variable plans, changes, interest rates, periodic rate caps, floors, ceiling, reamortizations, etc.

• Coordinates with clients, account officers and appropriate units to ensure that clients are properly serviced, paperwork is properly executed and all operational arrangements are in place to service assigned accounts.

• Provides guidance to clients on issues requiring immediate attention, including complaints, processing issues, account inquiries, product and services suggestions, etc.

• Prepares various exception reports including Auto Debit rejects, ALDO Credit Notices, Metavante loan statements, etc.

• Reverses all automatic payment overdrafts within established limits based on analysis of request and use of sound decision making.

• Familiarity with consumer regulations pertaining to Credit Bureau reporting, dispute resolution, Civil Service Members Relief Act, RESPA is required.

• Maintains a proactive commitment to established bank programs, such as Community Reinvestment Act (CRA) and affirmative action.

• Complies fully with all bank operational and credit policies and procedures as well as all regulatory requirements (e.g., Bank Secrecy Act, Know Your Client, Community Reinvestment Act, fair lending practices, code of conduct, etc.).

• Bachelor's Degree or equivalent.

• Minimum of 3 years loan servicing experience preferably as a loan boarder, payment processor or other position that requires system processing experience.

• Minimum of 3 years of customer service experience.

• Knowledge of banking requirements and regulations.

• Must possess excellent organizational and customer service skills.

• Working knowledge of Metavante, AFS and Leasepak.

• Excellent written and oral communication skills.

Starting base salary: $24.46 - $36.69 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

• Comprehensive healthcare coverage, including medical, dental and vision plans, available the first of the month following start date.

• Generous 401(k) company matching contribution.

• Career development through tuition reimbursement and other internal upskilling and training resources.

• Valued time away benefits including vacation, sick and volunteer time.

• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs.

• Career mobility support from a dedicated recruitment team.

• Colleague resource groups to support networking and community engagement.

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

* Represents basic qualifications for the position. To be considered…