Senior Loan Servicing Coach & Customer Service Expert

Regions Financial Corporation; Hattiesburg (MS); On-site; USD 41,000 - 50,000; Full time

Job summary

Regions Financial Corporation in Hattiesburg, MS, is seeking a Senior Loan Servicing Customer Service Representative to back up the loan servicing team and mentor others. You will resolve complex customer inquiries, coach staff, and ensure policy adherence while delivering quality service.

The role requires a High School Diploma or GED and at least five years of customer service or loan servicing experience; strong communication and problem-solving skills are essential.

Qualifications

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

Responsibilities

• Serve as a Subject Matter Expert and provide back-up support to customers.
• Assist management with coaching, training, and quality review.
• Resolve problems to ensure customer satisfaction and adherence to company policies.
• Coordinate problem resolution with appropriate departments and follow up with customers.
• Inform customers of standard procedures or resolution of problems.
• Follow up to ensure customer satisfaction and address concerns.
• Resolves escalated customer and associate issues when necessary.

Skills

Customer service

Coaching

Communication skills

Microsoft Office

Mortgage/Loan Servicing knowledge

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Regions Financial Corporation in Hattiesburg, MS, is seeking a Senior Loan Servicing Customer Service Representative to back up the loan servicing team and mentor others. You will resolve complex customer inquiries, coach staff, and ensure policy adherence while delivering quality service.

The role requires a High School Diploma or GED and at least five years of customer service or loan servicing experience; strong communication and problem-solving skills are essential.