Client Service Coordinator III

Bangor Savings Bank; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Bangor Savings Bank is seeking a Mortgage Fulfillment Coordinator to provide superb customer service by handling inbound and outbound calls and emails, guiding complex mortgage files to timely closings. You will coordinate documentation, deadlines, and communication with borrowers, branch staff, and third parties, ensuring compliance and process improvements.

With 5+ years in mortgage lending or related banking roles, you will troubleshoot issues, train staff, and support loan officers while

Qualifications

• Five or more years of banking experience focused on mortgage lending regulations, underwriting, processes, and secondary market requirements.
• Five or more years of outbound customer service experience with proven ability to assist and persuade customers/vendors to meet requirements and address concerns.
• Exceptional written and verbal communication skills.
• Strong ability to multi-task in a fast-paced environment with defined deadlines.
• Demonstrated self-motivation, innovation, adaptability, and ability to handle escalated issues while maintaining professionalism and collaboration.

Responsibilities

• Communicates directly with customers and residential mortgage team to obtain required documentation for underwriting and closing.
• Coordinates closing dates and responds to inquiries about loan status; maintains knowledge of products, regulations, and requirements to provide accurate information.
• Expedites loan closing by coordinating with supervisors, loan officers, appraisers, and related parties; implements process improvements.
• Assists in training opportunities and supports loan officer training.
• Ensures bank compliance with local, state, and federal regulations and bank policies.

Skills

Outbound customer service

Communication skills

Multi-tasking

Problem solving

Education

High School Diploma (Level III)

Two years of college or banking training

Job description

Function

Working under the direction and guidelines established by the Mortgage Fulfillment Manager, this role provides superior customer service by responding to inbound and outbound telephone and/or e‑mail inquiries, requests, and issues. The position proactively addresses customer concerns, coordinates and oversees complex or escalated files, and follows up to ensure the file closes on time. The coordinator works closely with borrowers to communicate requirements and set deadlines for all conditions associated with the mortgage request, researches and resolves problems, and serves as a subject‑matter expert in process improvements.

Accountabilities

Operations/Process: Communicates directly with bank customers and the residential mortgage team to obtain required documentation for underwriting and closing. Coordinates closing dates, responds to inquiries from branch personnel and customers about loan status, and maintains a high level of knowledge of residential products, regulations, and requirements to provide accurate and timely information. Interacts with supervisors, managers, loan officers, appraisers, and other parties to expedite loan closing and ensure documentation is received promptly. Evaluates updates to processing, regulatory requirements, and secondary market guidelines, informs the department, and performs system testing. Works with management to create efficiencies, author new procedures, train new employees, and assist loan officer training. Assist Mortgage Loan Officer liaison in training opportunities. Compliance and Control: Assists in ensuring the bank complies with local, state, and federal regulations, and possesses thorough knowledge of bank policies and procedures.

General: Maintains flexibility with work duties and scheduling, interacts harmoniously with others, meets punctuality and attendance standards, and performs additional duties as requested.

Competencies

• Adaptability/Flexibility – Adapts to change, is open to new ideas, and takes on new challenges.
• Initiative – Acts as a proactive self‑starter and seizes opportunities for improvement.
• Integrity/Ethics – Deals with others honestly, is accountable, maintains confidentiality, and supports company values.
• Interpersonal Skills – Demonstrates excellent listening skills.
• Productivity – Manages time well, handles information flow efficiently, and accepts accountability.
• Teamwork – Promotes a team atmosphere, shares information, partners well, and assists co‑workers.

Knowledge / Skills / Experience Requirements

• Level III High School diploma required.
• Two years of college, business, or banking professional training/experience required, or substantial banking experience.
• Five or more years of banking experience focused on mortgage lending regulations, underwriting, processes, and secondary market requirements.
• Five or more years of experience in outbound customer service communication, with proven ability to assist and persuade customers/vendors to meet requirements and address concerns.
• Exceptional written and verbal communication skills.
• Strong ability to multi‑task in a fast‑paced environment with defined deadlines.
• Demonstrated self‑motivation, innovation, adaptability, and ability to handle escalated issues while maintaining professionalism and collaboration.

Physical Demands / Conditions

General office environment. Moderate lifting (up to 35 lbs.), reaching, walking, sitting, and standing required. Employees must be able to perform essential functions with or without reasonable accommodation.

Equal Employment Opportunity

Bangor Savings Bank provides equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, sexual orientation, age, national origin, or any other class protected under state or federal law. The Bank also affirms a commitment to advancing equal employment opportunity for qualified persons with disability, veterans, and disabled veterans. No applicant may be discriminated against on the basis of a disability or veteran status.