Customer Service Specialist

Job Summary

Responsible for handling loan-related tasks across all states, supporting lenders and branches with loan boarding, maintenance, and regulatory coding in the loan servicing system.

• Board new and renewed loan transactions to the ALS and CL systems.
• Service transactions for all states.
• Review and code loans for loading into the loan system, ensuring compliance with loan policy and regulations.
• Contact preparers of source documents to resolve questions, inconsistencies, or missing data.
• Enter alphabetic, numeric, or symbolic data from source documents into the system following the displayed format and necessary codes.
• Compare entered data with source documents on screen to detect errors.
• Work and clear loan system unposted transactions daily.
• Work and clear loan clearing general ledger entries.
• Make necessary corrections to information entered.
• Research and process customer loan payments daily.
• Process loan maintenance daily based on loan policy and procedures.
• Perform all other duties and special projects as assigned.
• Comply with all applicable federal, state, and local banking and industry‑related laws and regulations, including the Bank Secrecy Act.

• Associate Degree or equivalent work experience.
• Six months to one year of related experience and/or training.
• No certification, licensure, or registration is required to apply, but the following certifications from Hancock Whitney’s Computer Based Training (CBT) are required if applicable, once in position:
  • Certification in Banking Regulations (Reg. B, Reg. CC, Reg. O, Reg. Z)
  • Certification in HMDA Compliance
  • Certification in CRA, RESPA, RMR Regulations
• Strong verbal and written communication skills.
• Proficient operation of Microsoft Office products such as Word, Excel, Access, and PowerPoint.
• Ability to establish and maintain credibility with all levels of internal and external customers.
• Detail oriented with excellent organizational, planning, and project management skills.
• Ability to formulate sound conclusions and recommend optimal actions based on analysis.

• Ability to work under stress and meet deadlines.
• Ability to operate a keyboard if required for essential job functions.
• Ability to read and interpret documents if required for essential job functions.
• Ability to travel if required for essential job functions.
• Ability to lift, move, or carry approximately 20 pounds if required for essential job functions—accommodations are available if this is a hardship.

Supervisory Responsibilities: None.

All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state, and local laws.