Senior Loan Servicing Officer
About the Role:
We are seeking a highly motivated and experienced Senior Loan Servicing Officer to join our collections team. You will play a pivotal role in ensuring exceptional customer service and portfolio performance.
Responsibilities:
- Provide exceptional customer service, resolving loan servicing inquiries and requests efficiently and accurately within set timelines (SLAs).
- Process and issue all loan servicing requests, maintaining a high level of quality and accuracy.
- Pro-actively identify customers at risk of early arrears and implement early intervention strategies.
- Champion the identification and support of vulnerable customers, ensuring accurate recording of vulnerabilities according to TEXAS categories/drivers.
- Analyze and present the latest performance metrics of the early arrears portfolio at team meetings and to senior management.
- Provide leadership and guidance to the Loan Administration Officer and wider collections team, fostering a collaborative and high-performing environment.
- Identify and implement necessary process changes and improvements where necessary.
Requirements:
- Experience in loan servicing or a related financial services role.
- Proven track record of exceeding customer service expectations.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills, both written and verbal.
- Proficiency in Microsoft Office Suite and loan servicing software.
- In-depth knowledge of relevant regulations and compliance procedures.
- A strong understanding of TEXAS categories and drivers for vulnerable customer support.
- Team leadership experience (desirable)
Required skills
- Arrears
- Collections
- Customer Services
Reference: 52542571
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