Loan Product Support Specialist

The Customer Relations Analyst is responsible for researching and responding to assigned customer inquiries in a timely manner. In addition, the Analyst will be responsible for completing assigned loan product reports and processing assigned incoming customer requests. The Analyst will also assist in testing system updates and enhancements.

• Bachelor’s degree in a business or related field, or commensurate experience required.
• Minimum 3 years of Retail loan servicing or Banking experience preferred. (i.e. Mortgage, Installment and Line of Credit products).
• Working knowledge of loan documents required.
• Working knowledge of Microsoft Office.
• Sagent Loanserv or other loan servicing platform experience preferred.
• Able to prioritize competing demands.
• Strong time management and prioritization skills.
• Must have strong propensity for detail, accuracy and confidentiality.
• Must possess the interpersonal skills to collaborate effectively with management, peers and borrowers.

• Responsible for ensuring all regulatory reports and requests are completed within state, investor and regulatory requirements.
• Responsible for reviewing reports to identify exceptions, monitor quality and ensure compliance.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Maintain a thorough understanding of Retail loan products.
• Monitor workflow and resolve escalated issues.
• Review existing processes and drive improvement/implementations.
• Participate in servicing system release testing.
• Must be self-motivated, confident and able to multitask effectively.
• Apply critical thinking and problem-solving skills to complex servicing issues.
• Possess excellent organizational and communication skills both written and verbal to establish and maintain effective working relationships.
• Follow established processes and guidelines in daily activities to do what is right for the customers and the Bank, adhering to all federal regulations, investors, and state guidelines.
• Must be flexible to work extended hours as needed.

Note:

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by Dollar Bank’s risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.