CCHL Client Servicing Specialist | Kennesaw

Principal Duties And Responsibilities

• Utilize Ring Central phone systems to handle client service questions.
• Update Servicing Director system with loan level information.
• Provide client service assistance to clients and CCHL sales staff.
• Serve as the main contact for clients regarding mortgage applications, loan status, payments, and general inquiries.
• Respond to client questions via phone, email, and written correspondence in a timely and professional manner.
• Explain mortgage products, loan terms, payment schedules, escrow accounts, and servicing procedures clearly and accurately.
• Aid clients with documentation requests, forms, and basic loan modifications or payment options.
• Research and resolve client issues, discrepancies, or complaints while maintaining compliance with regulations.
• Update and maintain accurate client and loan records in internal systems.
• Collaborate with Loan Officers, Processors, Underwriters, and Servicing teams to resolve issues efficiently.
• Maintain high client satisfaction and service-level standards.

Knowledge, Skills And Abilities (KSAs)

• Client-focused mindset
• Clear and concise communication
• Time management and organization
• Regulatory awareness (RESPA, TILA, FHA/VA, etc. – as applicable)
• Assist in problem solving for client or team

Education

• Minimum high school diploma or equivalent required.
• Some college preferred.

Experience

• In mortgage servicing, banking, financial services, or client service (mortgage experience preferred).

Associated Duties

• Provides additional support to manager and department colleagues.
• Completes all assigned/required Bank training within established timelines.

Employer Determines The Essential Functions Of The Job

The following KSAs are usually acquired through work experience and/or specialized course(s): Client-focused mindset, Clear and concise communication, Time management and organization, Regulatory awareness (RESPA, TILA, FHA/VA, etc. – as applicable), Assist in problem solving for client or team.

Working Conditions

Lobby or cubicle environment. In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.

Benefits

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

EEO/Protected Veterans/Disabled/Drug Free

This job description does not constitute an employment agreement. This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.