Senior Loan Service & Compliance Specialist

Seacoast National Bank; The Villages (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Seacoast National Bank in Florida is seeking a Loan Customer Service Specialist who serves as the primary contact for loan inquiries, payments, and account servicing, delivering exceptional service while ensuring compliance with policies and regulatory requirements.

The role handles payment arrangements, payoff quotes, account updates, and escalation of complex issues, while documenting interactions, supporting colleagues, and contributing to accurate records and customer satisfaction.

Qualifications

• 5+ years of experience in customer service, with banking or loan servicing experience.
• 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 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.

Skills

Customer service

Communication

Problem solving

Banking systems

Regulatory knowledge

Tools

Microsoft Office

Loan servicing systems

Job description

Seacoast National Bank in Florida is seeking a Loan Customer Service Specialist who serves as the primary contact for loan inquiries, payments, and account servicing, delivering exceptional service while ensuring compliance with policies and regulatory requirements.

The role handles payment arrangements, payoff quotes, account updates, and escalation of complex issues, while documenting interactions, supporting colleagues, and contributing to accurate records and customer satisfaction.