Job Description

The Associate, Credit Servicing plays a vital role in delivering exceptional service to customers with consumer, auto, solar, mortgage, and commercial lending products. This position is responsible for investigating customer claims, resolving loan servicing inquiries, researching account concerns, and ensuring all requests are handled accurately, timely, and in compliance with banking regulations.

As part of the Credit Servicing team, you will serve as a trusted problem solver, helping customers navigate complex situations while protecting the integrity of the Bank's lending operations and customer experience.

What You'll Do

As a Associate, Credit Servicing, you will:

• Investigate, analyze, and resolve customer claims, complaints, and service requests related to consumer, mortgage, auto, solar, and commercial loans.
• Review customer concerns, research account activity, and determine appropriate resolutions.
• Communicate with customers to explain findings and guide them through resolution processes when necessary.
• Document service activities, investigations, and resolutions accurately within applicable systems, including PEGA.
• Collaborate with internal departments to facilitate timely and effective claim resolution.
• Ensure all customer interactions and resolutions comply with established service standards and regulatory guidelines.
• Identify opportunities to improve the customer experience through proactive communication and problem resolution.
• Meet established productivity, quality, and customer service goals.
• Maintain detailed and accurate records of customer interactions and case management activities.
• Support special projects, operational initiatives, and department needs as assigned.
• Deliver outstanding service while balancing customer needs and regulatory requirements.

What We're Looking For

Required Qualifications

• Associate Degree in Business Administration, Accounting, Finance, or a related field.
• Minimum of one (1) year of customer service experience within banking, financial services, lending, mortgage servicing, or a related industry.
• Strong customer service orientation with a genuine desire to help others.
• Excellent verbal and written communication skills in Spanish & English.
• Strong analytical and problem-solving abilities.
• Ability to investigate issues, review information, and determine appropriate solutions.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a fast-paced environment while managing multiple priorities.

Preferred Strengths

• Experience supporting consumer lending, auto loans, mortgage servicing, or commercial loans.
• Prior banking, branch, contact center, or loan servicing experience.
• Experience handling customer complaints, escalations, or claim investigations.
• Knowledge of consumer banking regulations and lending practices.
• Familiarity with PEGA or similar customer case management platforms.
• Basic Microsoft Excel skills.
• English communication skills

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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