Senior Loan Servicing & Customer Support Lead

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

Benefits offered by this job

Paid Vacation/Sick Time

401K with Company Match

Medical, Dental and Vision Benefits

Disability Benefits

Health Savings Account

Flexible Spending Account

Life Insurance

Parental Leave

Employee Assistance Program

Associate Volunteer Program

Job summary

Regions Bank in Hattiesburg, Mississippi, is seeking a Loan Servicing Customer Service Senior to provide back-up support to both internal and external customers, coaching team members, and ensuring quality through training and process adherence.

The role emphasizes problem resolution, risk-aware practices, and timely follow-up across departments, including reviewing customer surveys and handling escalations with care.

Qualifications

• High School Diploma or GED required.
• Five years of customer service, mortgage, loan servicing or related experience.
• Leadership experience preferred.
• Mortgage or Loan Servicing experience preferred.
• Excellent customer service skills.
• Strong knowledge of the mortgage industry.

Responsibilities

• Serve as back-up support to the team and customers as a Subject Matter Expert.
• Assist management with coaching, training, and quality review.
• Determine best method to resolve problems to ensure customer satisfaction and adherence to policies.
• Coordinate problem resolution with appropriate departments.
• Inform customers of standard procedures or resolution of problems.
• Follow up to ensure customer satisfaction, verbally or in writing.
• Resolve escalated customer and associate issues when necessary.
• Conduct fraud and tax-related callbacks with accurate verification and resolution.
• Review and respond to customer satisfaction surveys and voicemail feedback to identify gaps.
• Handle overflow communications and flagged items with timely follow-up and documentation.
• Perform detailed research to resolve complex inquiries and provide peer coaching.
• Assist in delivering topical presentations and team huddles to communicate updates.
• Ensure compliance with risk management, regulations and cybersecurity practices.
• May make periodic calls to existing customers to determine satisfaction.

Skills

Customer service

Coaching

Communication skills

Attention to detail

Mortgage industry knowledge

Problem solving

Time management

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Regions Bank in Hattiesburg, Mississippi, is seeking a Loan Servicing Customer Service Senior to provide back-up support to both internal and external customers, coaching team members, and ensuring quality through training and process adherence.

The role emphasizes problem resolution, risk-aware practices, and timely follow-up across departments, including reviewing customer surveys and handling escalations with care.