Location: Oswego,NY, USA
Description
Summary/Objectives
Fosters a positive and professional customer service experience during all interactions with customers, co-workers and third party relationships while adhering to proper customer identification procedures and confidentiality requirements. As part of the Loan Servicing Team, this position is responsible for handling telephone and digital inquiries from internal and external customers. Handles and performs appropriate follow-up tasks including on-going communication with the requestor. Cooperates with other members of the department to achieve departmental goals.
Essential Functions
* Maintain a consistent voice to answer internal and external customer requests, process loan payoffs, payment history requests, billing disputes, and information requests while conveying to the customer their importance to Pathfinder Bank. Loan Servicing Specialists must respond to inquiries and requests within 2 hours, or prior the end of the business day.
* Performs necessary follow-up tasks for customer inquiries and research requests, including ongoing communication with the requestor.
* Process daily received or returned mail for the Lending and Loan Operations departments.
* Prepare and distribute daily rate sheets, including obtaining the most recent rates from the appropriate services.
* Processing of advances for loans in process and lines of credit.
* Daily/Monthly reports including Line of Credit Reviews, Bank Check Logs, as well as others.
* Complete credit confirmations and prepare payoff letters.
* Facilitate automatic loan payments via internal transfer, or work with other departments to provide proper documentation for external transfer setups.
* Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures, and internal controls, meet all job-specific training requirements in a timely fashion.
Requirements
* High school diploma or equivalent.
* Ability to multitask, prioritize, and meet deadlines in a fast paced environment
* Intermediate computer skills (Microsoft Word and basic Excel)
* Strong communication skills, both oral and written
* Excellent internal and external customer service skills
* Strong administrative and organizational skills
* Detail oriented, resulting in quality work output
* Strong mathematical skills and/or accounting background
* Demonstrate willingness to learn department skill sets, including product knowledge and compliance
* Applicants must be willing to perform all necessary job functions and uphold all customer confidentiality