Service Process Coordinator - C05 - OFALLON

Service Process Coordinator - C05 - OFALLON

Job Req :

Location:

O'Fallon, Missouri, United States

Job Type: On-Site/Resident

Posted:
Jun. 26, 2026

The Service Process Coordinator performs relatively complex assignments and has a direct impact on the business by ensuring the quality of the tasks or services provided. Working largely independently, the coordinator may handle a diverse array of products and services, apply technical knowledge, and contribute to team objectives. The role requires discretion, diplomacy, and an understanding of how duties support broader business goals.

The coordinator may recommend new options to enhance productivity and is responsible for resolving basic to moderately complex problems using established procedures.

• Work with a wide variety of non‑routine queues to support loan types such as ARMs, SCRAs, Homeowner Assistance Modifications (HAM), HUDs (residential & commercial), and more.
• Organize, record, and service complex loans, interacting with internal and external customers.
• Act as subject‑matter expert, resolving complex loan servicing issues under limited supervision and working on projects such as process changes or mortgage letter template revisions.
• Reconcile historical accounts and perform re‑application/re‑amortization functions for an expansive array of loans.
• Mentor and train lower‑level service processors or new team members.
• Identify problems and process improvements, troubleshoot issues, and participate in testing to ensure systems function properly.
• Apply in‑depth knowledge of technical principles and loan concepts to service complex loans and resolve escalated issues.
• Represent the department at intra‑departmental meetings and on various projects.
• Communicate complex or sensitive information with tact and diplomacy to internal and external contacts or customers.
• Provide support to customer service on non‑routine and complex loan‑related questions.
• Appropriately assess risk when making business decisions, safeguarding Citi’s reputation and ensuring compliance with applicable laws, rules, and regulations.

• 2–4 years of relevant experience.
• Requires sitting at a computer for the majority of an 8‑hour shift and the ability to lift/maneuver 30 lb. banker’s boxes and push/pull fully loaded wooden carts. May assist with pulling files or re clipping files that require standing and stooping.

• High school diploma or equivalent.

This job description provides a high‑level review of the types of work performed. Other job‑related duties may be assigned as required.

Salary Range: $50,900.00 – $66,400.00. Citi offers competitive employee benefits, including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Paid time off, vacation, sick leave, and paid holidays are also provided.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility w Citi’s EEO Policy Statement and the Know Your Rights poster.