1831545: Loan Servicing Specialist III (LSLS03) CONTACT CENTER - CTL

Make a direct impact by helping clients resolve servicing questions quickly and confidently. You will build deep operational expertise, strengthen your problem-solving skills, and grow your career through mobility opportunities across teams. Join a collaborative environment where your voice matters and your work is recognized. If you enjoy fast-paced service, process excellence, and helping people navigate complex requests, this role is for you.

Job summary: 

As a Loan Servicing Specialist III within Loan Servicing Operations, you deliver exceptional service and operational support to clients across a range of servicing needs. You handle inquiries, process transactions, research issues, and apply policies and procedures to reach accurate, timely outcomes. You partner with teammates to improve client experience, reduce repeat inquiries, and support consistent, high-quality execution. You also identify appropriate products or services to discuss based on client needs and established guidelines.

You will work across multiple systems while balancing quality, speed, and attention to detail. This role is ideal for someone who is curious, resilient, and comfortable adapting to changing priorities. You will be supported with training, coaching, and clear procedures while being trusted to make decisions within defined guidelines.

Job responsibilities:

• Provide daily operational support by responding to client inquiries across loan servicing topics
• Process servicing transactions accurately and in accordance with established procedures
• Research and resolve issues by reviewing account activity, documentation, and system history
• Apply policies and procedures to address non-routine situations and determine next steps
• Escalate risks, exceptions, or high-impact issues using defined escalation paths
• Use probing questions to confirm the request and set clear expectations on resolution and timing
• Document interactions, actions taken, and outcomes to ensure a complete record
• Identify appropriate services to discuss based on client needs and approved guidance
• Meet quality, productivity, and timeliness expectations in a fast-paced environment
• Partner with teammates and leaders to share trends, improve processes, and reduce errors

Required qualifications, capabilities, and skills:

• Experience in client service operations, including inquiry handling and transaction processing
• Ability to apply written procedures to investigate issues and resolve non-routine requests
• Strong verbal and written communication skills, including effective questioning and active listening
• Strong attention to detail with ability to maintain data accuracy and integrity
• Ability to manage multiple tasks and prioritize work in a deadline-driven environment
• Ability to work effectively in a team environment and adapt to process changes
• Customer-focused mindset with ability to de-escalate and resolve concerns professionally
• Proficiency with Microsoft Windows and Microsoft Office, including working across multiple applications

Preferred qualifications, capabilities, and skills:

• Experience supporting loan servicing, consumer lending, or financial operations
• Experience using case management, workflow, or customer relationship tools
• Experience handling escalations and resolving complex servicing issues
• Familiarity with quality standards, controls, and operational risk awareness
• Ability to identify process improvement opportunities and share observations clearly
• Comfortable learning new systems and navigating multiple data sources

Additional information:

• Visa sponsorship is not available for this position.
• Work schedules will be full-time in office, on a 40-hour per week schedule.