Loan Servicing Customer Service Representative Team Leader

Regions Financial Corporation; Hattiesburg (MS); On-site; USD 45,000 - 57,000; Full time

Job summary

Regions Financial Corporation is seeking a Senior Loan Servicing Customer Service Representative to back up the team and mentor others. You will help resolve customer issues, coordinate with departments, and support training efforts to improve service quality.

The role emphasizes coaching, policy adherence, and proactive communication to ensure customer satisfaction while handling high-volume callbacks and complex inquiries in a fast-paced environment.

Qualifications

• High School Diploma or GED.
• Five years of customer service, mortgage, loan servicing or related experience.

Responsibilities

• Provides back-up support to internal and external customers across the Loan Servicing Customer Service team.
• Coaches and mentors team members; participates in training and quality reviews.
• Resolves problems and communicates resolutions in line with company policies.
• Coordinates with other departments to resolve customer issues.
• Reviews customer feedback and follows up to close service gaps.

Skills

Coaching & Mentoring

Regulatory Compliance

Fast-paced Environment

Attention to Detail

Customer Service

Mortgage Industry Knowledge

Verbal & Written Communication

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

At Regions, the Loan Servicing Customer Service Representative Senior serves as back-up support to both internal and external customers with a variety of tasks supporting the Loan Servicing Customer Service team. This position includes coaching of team members and is pivotal in the training and mentoring of new team members.

Primary Responsibilities

• Provides support to the team and customers by being a Subject Matter Expert
• Assists management with all aspects of coaching, training, and quality review
• Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies
• Coordinates problem resolution with appropriate departments
• Informs customers of standard procedures or resolution of problems
• Follows up, either verbally or in writing, to ensure customer satisfaction
• Resolves escalated customer and associate issues when necessary
• Conducts fraud and tax-related callbacks in accordance with departmental requirements, ensuring accurate verification, documentation, and resolution of sensitive customer issues
• Reviews and responds to customer satisfaction surveys and voicemail (VM) feedback, particularly low-rated interactions, to identify service gaps and address concerns
• Handles overflow communications and flagged items, ensuring timely follow-up, proper documentation, and alignment with established protocols
• Performs detailed research to resolve complex customer inquiries and provides peer coaching to support knowledge sharing, skill development, and performance improvement across the team
• Assists in the delivery of topical presentations and team huddles to communicate updates, reinforce key concepts, and promote continuous learning within the team
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices
• May make periodic calls to existing customers to determine satisfaction with the company, products and services

This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.

Requirements

• High School Diploma or GED
• Five (5) years of customer service, mortgage, loan servicing or related experience

Preferences

• Leadership experience
• Mortgage or Loan Servicing experience

Skills and Competencies

• Ability to coach and mentor team members
• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
• Ability to work in a fast-paced environment
• Detailed oriented
• Excellent customer service skills
• General knowledge of mortgage industry
• Good verbal and written communication skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, ect.)

• Provide peer coaching and mentorship to support employee development, reinforce best practices, and improve overall team performance.
• Conduct detailed research and analysis to resolve complex issues, identify trends, and support informed decision-making.
• Prepare and deliver topical presentations to enhance team knowledge, communicate process updates, and promote continuous learning.
• Facilitate team huddles to share key information, align priorities, and encourage collaboration and engagement.
• Deliver backup support for callback operations during peak volumes and staffing shortages to maintain service levels and customer satisfaction.
• Collaborate with leadership and team members to drive operational excellence and ensure consistent adherence to policies and procedures.
• Monitor and manage overflow communication flags, escalating issues as appropriate to maintain service levels.

Compensation Details

Job Range Target:

Minimum:

$45,450.00 USD

50th Percentile:

$57,285.00 USD

Incentive Pay Plans:

This job is not incentive eligible.

Location:

Hattiesburg, Mississippi

Equal Opportunity Employer/including Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.