Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area?

As a Loan Servicing Analyst within our dynamic team, you will be the main point of contact for our clients, providing high-quality service and resolving inquiries. You will have the opportunity to utilize your strong analytical skills and deep understanding of loan products to ensure client satisfaction. We value teamwork, and you will play a crucial role in supporting our team and contributing to our continuous improvement efforts. This role requires adaptability, a focus on data security, and a commitment to excellence in all tasks.

Job Responsibilities

• Answer incoming calls from internal and external clients and document system (Strategy, Call Type Database, Marketing Lead system) with emphasis on high quality, professional service and one call resolution.
• Collect loan payments on Commercial Term Lending mortgage loans that are up to 60 days past due with loan balances up to $20 million in compliance with basic FDCPA standards
• Determine reason for delinquency, negotiate a promise to pay date and follow up on promises to pay with the goal to cure delinquency in a professional and positive manner before the loan reaches 60 days past due.
• Assist in contacting borrowers on delinquent taxes & payments in Suspense Database
• Provide clear and concise responses to clients & Client Managers via e-mail
• Clearly and accurately explain all aspects of loan documents, loan histories, payoffs, and prepayment premiums.
• Accept and submit payments over the phone through PayConnexion
• Complete tickets to obtain in-depth information and research required from appropriate support departments
• Assist in creating / generating delinquency letters & notifications. Assist on inbound / outbound calls regarding financials for commercial portfolio
• Perform additional duties as requested by Manager or Lead. Assist with Special Projects with needed
• Generate leads for new loans from incoming calls, take marketing leads and complete lead tracker, encourage callers to sign up for AutoPay (automatic payment draft)

• 2+ years contact center experience
• Excellent customer service skills with a clear and positive telephone manner. Must have strong written and verbal skills
• Ability to maintain a high level of knowledge of our products, loan types, and services and be able to clearly and accurately explain all aspects of it.
• Ability to thoroughly research accounts, documentation and complete servicing forms needed to fulfill client requests.
• Ability to work in fast paced constantly evolving environment and in shifting schedule.
• Ability to demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude.
• Proficient in Microsoft Office suite. Ability to work independently and as part of a team
• Effective listening and analytical skills. Good time management skills. Self-driven, eager to learn
• Strong problem solving and troubleshooting skills. Ability to use multiple applications, browsers, and instant messenger simultaneously

• Loan servicing experience a plus