Lending Services Customer Service Specialist Hancock Bank -
Long Beach, MS
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Summary Responsible for all states; supports lenders and branches to handle customer’s needs and questions on loan accounts serviced on the loan system and accurately codes and reviews loan policies and regulations necessary to process and upload loans to the loan servicing system by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Enters and services all applicable states
Supports branches and lenders on loan questions
Serves as the ‘go to’ person to resolve system and customer questions that is not be answered by the lender, branch or call center
Researches complex transactions to resolve customer questions or disputes that may require completing several spreadsheets to confirm balances and transaction to the lender, branch or customer
Reviews and codes loans to be loaded into the loan system requiring knowledge of loan policy and regulations to enter correctly
Contacts preparers of source documents to resolve questions, inconsistencies or missing data
Enters alphabetic, numeric or symbolic data from source documents into computer following format displayed on screen and enters necessary codes
Compares data entered with source documents on screen to detect errors
Makes necessary corrections to information entered
Secondary Duties
Researches and processes customer loan payments daily
Processes loan maintenance daily based on loan policy and procedures
Supervisory Responsibilities
This job has no supervisory responsibilities.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Collects and researches data; Uses intuition and experience to complement data.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Provides vision and inspiration to peers and subordinates
Change Management - Builds commitment and overcomes resistance; Prepares and supports those affected by change.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Aligns work with strategic goals.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
Associate's degree or equivalent from a two-year college or technical school; six months to one year related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to communicate effectively orally and in writing using the English language; Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals; Ability to write routine reports and correspondence; Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume; Ability to apply concepts of basic algebra and geometry.
Reasoning Ability
Ability to define problems, collect data, establish facts and draw valid conclusions; Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Certificates, Licenses, Registrations
No certification, licensure or registrations are required to successfully apply for this job; however, the following certifications from Hancock Bank’s Computer Based Training (CBT) are required, if applicable, once in this position:
Certification in Banking Regulations (Reg. B, Reg. CC, Reg. O, Reg. Z)
Certification in HMDA Compliance
Certification in CRA, RESPA, RMR Regulations
Other Skills and Abilities
Ability to learn or knowledge of Microsoft Office products including Microsoft Word, Excel, PowerPoint and Access; Ability to learn or knowledge of Outlook email program
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to use hands for fine motor activity such as using a computer mouse, feeling specific items, filing, typing, writing etc.; reach with hands and arms and talking and/or hearing with supervisors, managers, directors and with other employees in person on the telephone. The employee is occasionally required to stand; walk; sit and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually moderate.
Assignment of Duties
NOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THE JOB AT ANY TIME.
