Senior Loan Customer Experience Specialist

Seacoast Bank; The Villages (FL); On-site; USD 40,000 - 60,000; Full time

Job summary

Seacoast Bank in Florida is seeking a Loan Customer Service Specialist to be the primary contact for loan inquiries, payments, and account servicing. This role focuses on delivering exceptional customer experience while adhering to bank policies and regulatory requirements.

You will respond to inquiries, explain loan terms, process payments and payoffs, document interactions, and escalate complex issues as needed.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 5+ years in customer service, preferably in banking or loan servicing.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficiency in Microsoft Office and loan servicing systems.

Responsibilities

• Respond to inbound calls and emails from customers regarding loan accounts, payment options, payoff requests, and general inquiries.
• Provide clear and accurate information about loan terms, interest rates, payment schedules, and account status.
• Assist customers with troubleshooting online payment systems and account access issues.
• Process payment arrangements, payoff quotes, and account updates in accordance with company policies.
• Document all customer interactions in the system accurately and timely.
• Escalate complex issues to appropriate departments while maintaining ownership until resolution.
• Ensure compliance with federal and state lending regulations, privacy laws, and internal procedures.
• Meet or exceed performance metrics including call quality, response time, and customer satisfaction scores.
• De-escalate customer calls as needed.

Skills

Customer service experience

Strong communication

Problem-solving

Attention to detail

Teamwork

Education

High school diploma or equivalent

Associate degree preferred

Tools

Microsoft Office

Loan servicing systems

Job description

Seacoast Bank in Florida is seeking a Loan Customer Service Specialist to be the primary contact for loan inquiries, payments, and account servicing. This role focuses on delivering exceptional customer experience while adhering to bank policies and regulatory requirements.

You will respond to inquiries, explain loan terms, process payments and payoffs, document interactions, and escalate complex issues as needed.