Job Description

Position Summary
A growing financial services company is seeking a detail-oriented and customer-focused Loan Servicing Customer Service Representative to join its Loan Servicing team. This role is responsible for providing exceptional support to borrowers by handling inquiries related to loan onboarding, payments, ACH updates, and general loan information.
The ideal candidate will have excellent communication skills, an understanding of loan servicing operations, and a commitment to delivering a positive borrower experience.
Key Responsibilities
Serve as the primary point of contact for borrowers with questions regarding their loans.
Respond to inbound calls, emails, and other communications related to:
Loan boarding and welcome processes
Payment posting and history inquiries
Updating or setting up ACH (Automated Clearing House) information
Escrow accounts, interest, payoff statements, and other loan-related topics
Accurately document all borrower interactions and update account information as needed.
Investigate and resolve borrower issues in a timely and professional manner.
Educate borrowers on payment options, loan terms, and other financial obligations.
Collaborate with internal departments (e.g., Loan Operations, Compliance, Collections) to ensure consistent service delivery.
Maintain compliance with federal, state, and company policies and regulations related to loan servicing.
Stay informed on industry best practices, system updates, and company products.
Qualifications
High school diploma or equivalent (required); associate or bachelor's degree in finance, business, or a related field (preferred)
1-2 years of experience in loan servicing, financial services, or a call center environment (preferred)
Strong verbal and written communication skills
Ability to manage multiple tasks efficiently while maintaining attention to detail
Comfortable navigating loan servicing software and customer databases
Customer-first attitude with problem-solving abilities
Knowledge of ACH processes, loan documentation, and servicing regulations (a plus)

Skills Required