Senior Loan Customer Experience Specialist

Seacoast Bank; Town of Florida (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Seacoast Bank is seeking a Loan Customer Service Specialist to serve as the primary contact for loan inquiries, payments, and servicing. The role emphasizes delivering excellent customer service, resolving issues promptly, and ensuring compliance with banking regulations.

Responsibilities include handling payment transactions, payoffs, and research requests while maintaining documentation and supporting colleagues.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 5+ years of experience in customer service, 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.
• Knowledge of consumer lending regulations (FDCPA, RESPA, SCRA, MLA, IRS 1099 reporting etc.) is a plus.

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.

Education

High school diploma or equivalent

Associate degree preferred

Tools

Microsoft Office

Loan servicing systems

Job description

Seacoast Bank is seeking a Loan Customer Service Specialist to serve as the primary contact for loan inquiries, payments, and servicing. The role emphasizes delivering excellent customer service, resolving issues promptly, and ensuring compliance with banking regulations.

Responsibilities include handling payment transactions, payoffs, and research requests while maintaining documentation and supporting colleagues.