Senior Loan Customer Service Specialist

Location: Stuart or The Villages, Florida

About the Role

The Loan Customer Service Specialist serves as the primary point of contact for customers regarding loan inquiries, payments, and account servicing. This role ensures an exceptional customer experience by providing accurate information, resolving issues promptly, and maintaining compliance with company policies and regulatory requirements. The associate also supports other team members, documents procedures, conducts research, and addresses escalations.

Responsibilities

• Respond to inbound calls and emails from customers regarding loan accounts, payment options, payoff requests, and general inquiries.
• Provide clear and accurate information about loan terms, interest rates, payment schedules, and account status.
• Assist customers with troubleshooting online payment systems and account access issues.
• Process payment arrangements, payoff quotes, and account updates in accordance with company policies.
• Document all customer interactions in the system accurately and timely.
• Escalate complex issues to appropriate departments while maintaining ownership until resolution.
• Ensure compliance with federal and state lending regulations, privacy laws, and internal procedures.
• Meet or exceed performance metrics including call quality, response time, and customer satisfaction scores.
• De‑escalate customer calls as needed.
• Process payments and payoffs, including reversals and corrections; manage E‑forms, automatic & ACH payment setups; and work daily reports such as Unapplied, NACHA, ACH, Autopay, and Posting Reject.
• Review paid‑loans reports and remove paid loans from CoreLogic flood and tax tracking.
• Reconcile and process transactions to mark sold loans as transferred in IBS.
• Perform non‑accrual, charge‑off, OREO, and risk‑rating changes as instructed by authorized individuals.
• Reconcile and process incoming purchased loan‑pool remittance funds for all loan pools.
• Answer external customer and in‑house inquiries regarding loan operations while prioritizing customer service.
• Prepare written correspondence in response to customer inquiries when applicable.
• Sort and distribute system‑generated reports; mail loan notices; scan loan documents and ensure proper digital storage.
• Collect, sort, and distribute all loan‑operations incoming mail.
• Adhere to established policies and procedures; create and amend assigned procedures upon notification of change.
• Ensure compliance with AML/BSA requirements, audit procedures, risk/control expectations, dual control, security, business continuity, and other regulated banking requirements.
• Provide guidance, assistance, and mentoring to junior specialists.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 5+ years of experience in customer service, with a minimum of 3 years in banking or loan servicing.
• Call center experience a plus.
• Strong communication and problem‑solving skills.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Proficiency in Microsoft Office and loan servicing systems.
• Knowledge of consumer lending regulations (FDCPA, RESPA, SCRA, MLA, IRS 1099 reporting, etc.) is a plus.

Core Competencies

• Customer‑focused mindset with strong interpersonal skills.
• Attention to detail and accuracy in data entry.
• Ability to handle sensitive information with confidentiality.
• Team‑oriented and adaptable to change.