Seacoast Bank · 20 hours ago
Senior Loan Customer Service Specialist
Stuart, Florida, United States
Full-time
Onsite
Senior Level
5+ years expSeacoast Bank is seeking a Senior Loan Customer Service Specialist who will serve as the primary point of contact for customers regarding loan inquiries and account servicing. The role focuses on ensuring exceptional customer experience, resolving issues promptly, and maintaining compliance with company policies and regulatory requirements.
BankingFinancial ServicesLending
Responsibilities
Respond to inbound calls and emails from customers regarding loan accounts, payment options, payoff requests, and general inquiries. Providing a high level of customer service to internal and external customers with operational integrity
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
Process payments and payoffs including reversing of payments and other corrections as needed; track and process E-forms; automatic & ACH payment setups; work the Unapplied, NACHA, ACH, Autopay, and Posting Reject report daily, researching via online check imaging system
Reviews paid loans report and remove paid loans from the CoreLogic flood and tax tracking
Reconcile and process transactions necessary to mark sold loans as transferred in IBS
Perform non-accrual, charge off, OREO and risk rating changes as instructed by authorized individuals
Reconcile and process incoming purchased loan pool remittance funds for all loan pools
Answer external customer and in-house inquiries regarding loan operations functions while always keeping customer service a priority. Prepare written correspondence, in response to customer inquiries, whenever applicable
Sort and distribute all system generated reports; mails loan notices; scans loan documents and ensure that data is properly stored in appropriate digital storage folders; Collects, sorts and distributes, as applicable, all Loan Operations incoming mail
Adherence to established policies and procedures; Create and amend assigned procedures immediately upon notification of change, addition or declination
Ensure adherence to AML/BSA requirements, operational procedures, audit procedures, risk/control expectations, dual control, security, Business Continuity, and all other regulated banking requirements
Provide guidance, assistance and mentoring to junior specialists
Qualification
Required
High school diploma or equivalent; associate degree preferred
5+ years of experience in customer service, with a minimum of 3 years in 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 (FDCPA, RESPA, SCRA, MLA, IRS 1099 reporting etc.) is a plus
Customer-focused mindset with strong interpersonal skills
Attention to detail and accuracy in data entry
Ability to handle sensitive information with confidentiality
Team-oriented and adaptable to change
Preferred
Associate degree preferred
Call Center experience a plus
Knowledge of consumer lending regulations (FDCPA, RESPA, SCRA, MLA, IRS 1099 reporting etc.) is a plus
Company
Seacoast Bank
Since 1926, Seacoast Bank has succeeded through a clear vision, planned strategic growth and talented, professional employees.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$9.19M2014-12-31Post Ipo Equity· $9.19M
1984-02-03IPO
Leadership Team
Juliette P. Kleffel
Executive Vice President, Chief Operating Officer
Recent News
2025-12-09
Yahoo Finance
2024-12-28
2024-12-28
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