Servicing Specialist

About the role

The Servicing Specialist is a vital part of Capital Good Fund’s team and social mission. This role provides high-level customer support to borrowers, explains and offers loan repayment solutions, guides them through financial hardship, and helps ensure the long-term sustainability of the loan portfolio. The Servicing Specialist maximizes the impact and financial performance of the loan portfolio by working closely with borrowers and collaborating with different departments in the organization.

Responsibilities

• Communicate fluently, both written and verbally, in English and Spanish.
• Provide customer service, payment processing, account negotiation, and conflict resolution as part of a dedicated team.
• Carry out debt collections strategies while fully complying with federal and state regulations.
• Deliver courteous, compassionate, knowledgeable, and professional customer service in person and through other communication methods.
• Perform accurate data input into software while safeguarding sensitive information.
• Work with software including Cloud Lending, Salesforce, and Microsoft Suite.
• Utilize telephone calls, email, letters, faxes, and text messages to reach and service borrowers.
• Manage borrowers' requests and provide payment solutions aligned with Loan Servicing policies.
• Report and provide feedback on the activities and performance of the Loan Servicing Department.

Requirements

• Excellent attention to detail, accountability, and a highly process-oriented approach.
• Proactivity, responsibility, initiative, good judgment, and ability to act with minimal supervision.
• Strong computer skills, including Microsoft Word, Excel, and internet navigation; comfort learning new technology systems and software.
• Professional customer service experience.
• Ability to work independently and within a team environment.
• Enjoy working with people and empathizing with individuals from diverse backgrounds.
• Problem-solving abilities and ability to thrive in a startup environment.

Preferred Qualifications

• Experience in financial services, consumer debt, and credit.
• Experience working in low-income or distressed communities.
• Knowledge of applicable laws and lending regulations (FCRA, FDCPA, etc.).
• Bachelor’s degree or equivalent experience.
• Previous experience in personal lending, auto lending, banking, and/or debt collections industries.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds at times.

Location: Providence, Rhode Island