Account Servicing Specialist

About the role

Provides day-to-day delivery of critical lending operations processes including loan administration and servicing activities. Supports the execution of payments, transactions, service requests, and processes and fulfillment of stakeholders inquiries/requests within relevant service level agreements. Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience.

Responsibilities

• Supports the execution of payments, transactions, service requests, and processes and fulfillment of stakeholders inquiries/requests within relevant service level agreements and in accordance with established policies, processes and procedures.
• Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.
• Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.
• Follows documented policies and procedures to execute day to day transactions, activities, processes and ensure all Service Level Agreements(SLAs) are met.
• Checks and reconciles information and documentation to ensure accuracy and completeness.
• Identifies and resolves discrepancies in accordance with standard procedures.
• Data enters, reviews and verifies loan information and documentation for processing and/or further handling.
• Analyzes data and information to provide insights and recommendations.
• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
• Develops and maintains effective relationships with internal & external stakeholders.
• Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.

Qualifications

• Typically between 2 - 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
• Knowledge and experience using relevant systems and technology – Good.
• Knowledge and understanding of the business unit’s key products and services, processes and controls – Good.
• Knowledge of the risk and regulatory requirements of the business – Good.
• Prioritization skills – Good.
• PC skills (MS Word, Excel, PowerPoint) – Good.
• Experience with Infolease is an asset.
• Specialized knowledge.
• Verbal & written communication skills - Good.
• Organization skills - Good.
• Collaboration & team skills - Good.
• Analytical and problem solving skills - Good.