Service Process Coordinator

Service Process Coordinator

The Service Process Coordinator performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function.

Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence.

Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities:

• Supports the function by responding to payment and reconciliation inquiries in a timely manner.
• As subject matter expert, resolves complex loan servicing issues under limited supervision and works on complex servicing projects such as: those related to process changes or projects to revise mortgage letter templates.
• Reconciles historical accounts and performs re-application/re-amortization functions for an expansive array of loans.
• Assists with the training and mentoring of new hires or team members.
• Works under little to no direct supervision.
• Identifies problems/process improvements, troubleshoots issues, and participates in testing to ensure that systems are functioning properly and help resolve problems.
• Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives; and, impacts the business by ensuring the quality of the tasks or services provided.
• Represents department at intra-departmental meetings and on various intra department projects.
• Typically uses tact and diplomacy when exchanging complex or sensitive information with internal and external contacts or customers.
• May support an expansive and/or diverse array of products/services.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-4 years relevant experience

Education:

• 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.