Job Description

Loan Support Specialist

CH Brown Company

JOB SUMMARY

The Loan Support Specialist (LSS) is assigned to the Client Services (CS) Department and works closely with other CHB associates internal and external to CS. Their primary duty is to provide excellent customer service to borrowers, third-party originators, and prospective clients in communications and account maintenance. The LSS will answer, greet and reply to incoming phone calls and transfer callers to the appropriate work center/staff and may be required to resolve the caller’s inquiry. Supporting CS duties include but are not limited to record and process loan payments/non-payments, enter and help maintain accurate loan account data, scan/file documents, and provide support to other work centers as directed. Tertiary tasks are to prepare/send communications (voice, email, text) and provide input to create/improve internal processes. Patience, a pleasant demeanor and detail oriented are essential complementary attributes to the skill and ability to work independently and as part of a team in this quick-paced and visible position. Daily work crosses multiple time zones; productivity goals are required.

RESPONSIBILITIES

ESSENTIAL FUNCTIONS

a. The primary telephonic greeter for incoming calls: answer the main line and respond/resolve; transfer calls to the correct work center, staff member, or voice mail.

b. Monitor the CS email account and reply or forward to the appropriate work center/staff as appropriate

c. Update loan account information to help ensure 100% data accuracy

d. Provide back-up to CS co-workers in their absence/need; help resolve Past Due List entries and respond to account information requests

e. Support new loans production work centers/staff external to CS Dept. as directed (e.g. Reception, Titles)

f. Initiate Skip Traces, send late payment notices/Default Letters, scan account documents, update customer automated clearing house info, and help with loan extensions, protective advances, and modifications

g. Initiate and process monthly loan insurance policies when accounts are paid-off

h. Perform and report loan balancing actions daily to corporate accounting

i. Comply with customer service experience standards in dealing with clients and co-workers

j. Perform all other duties of similar nature or level as assigned.

k. Other duties as assigned.

REQUIREMENTS

Minimum Qualifications

1. High School diploma or equivalent.
2. One year of full-time work experience in an administrative or clerical support position.
3. One year of telephonic Customer Service work experience desired, preferably in a loan area.
4. Educational background in accounting, or equivalent obtained through practical experience.
5. Must possess strong administrative and organizational skills.
6. Must have the ability to work successfully in a high-demand, fast-moving environment.
7. Must be assertive and possess sound decision-making ability.
8. Competent keyboarding and computer use skills.
9. Previous software experience/skills in Microsoft applications (e.g. Word, Excel, Outlook).
10. Effective oral and written communication skills (including telephone).
11. Self-sufficient / self-starting.
12. General areas of competency: dependability, personal development, work place safety, evaluation and interpersonal skills, prioritization, problem-solving, teamwork, and time management.
13. Demonstrated aptitude to handle sensitive financial transactions and customer relationships.
14. Professional dress and appearance.
15. Must be capable of working with and maintaining the confidentiality of sensitive information.

Physical Requirements

Light Work - exerting up to 20 pounds of force occasionally, and/up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Reaching, grasping, repetitive motions, stooping, crouching, standing, walking, lifting, climbing, kneeling, talking, hearing, pulling, pushing, thinking, concentrating and interacting with others.

You should be capable of performing in a reasonable manner, with or without reasonable accommodation, the activities involved in this job. A description of the activities involved in this job is listed above.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

An Equal Opportunity Employer, Including Disability/Vets