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Form of workLoan Servicing Manager – Customer Service
Our mission is to create exceptional experiences for our customers that help them achieve their dreams, and we are looking for exceptional people who have the talent and passion to help us make those dreams come true.
Looking for a career with a great company culture, potential for growth, and the opportunity to make a difference in the lives of others? At North American Savings Bank (NASB), we deliver best-in-class customer service and the right financial solutions to help our customers achieve their dreams, whether it’s buying their first home, planning for retirement, or anything in between. We believe that exceptional customer service starts by cultivating an exceptional work culture—one that recognizes and rewards hard work, provides the right tools for success, and believes that healthy, happy associates are the foundation of a strong organization. NASB has been in business for over 92 years, and our rapid growth means we are looking for new team members who want to grow with us!
We are currently looking for a Loan Servicing Customer Service Manager to join our Loan Servicing team.
Job Summary
The Loan Servicing Manager of Customer Service plays a pivotal role in overseeing and managing the customer service team that handles inquiries, issues, and requests related to residential loans. This role involves coordinating customer interactions, resolving problems, and ensuring compliance with regulatory requirements. This role provides guidance, training, and support to ensure high-quality interactions with customers. This individual is responsible for ensuring that loan customers receive exceptional service throughout the loan lifecycle, from origination to repayment.
What you can expect to work on
- Lead, motivate, and manage a team of customer service representatives to provide excellent service to residential loan customers.
- Develop and implement initiatives to educate residential loan customers on payment channels and other relevant information; implement and maintain best practices for delivering exceptional customer service.
- Work closely with other departments (Accounting, Internal Audit & Compliance, etc.) and teams to streamline loan processes and resolve customer issues.
- Routinely review team key metrics and work with staff daily to improve performance (examples: shadowing & feedback, continuous training, etc.); generate and analyze reports and scorecards on customer service metrics; responsible for identifying and implementing improved processes to increase efficiency.
What you offer us
- Bachelor’s degree in business or equivalent years of experience
- 5-7 years of industry experience preferred.
- 2 years of management experience required.
- Leadership Skills: A successful manager needs strong leadership skills to guide and motivate the customer service team. This includes the ability to inspire others, provide clear direction, and foster a positive and collaborative work environment.
- Communication Skills: Effective communication is crucial for managing both the customer service team and interacting with customers. A successful manager should be able to articulate information clearly, listen actively, and convey complex information in an understandable manner, effectively interacting with individuals across all areas of the bank as well as customers.
- Industry Knowledge: In-depth knowledge of residential loans, including loan products, regulations, and industry trends, is essential. This knowledge enables the manager to make informed decisions, address customer inquiries, and ensure compliance with relevant laws and policies.
- Customer Focus: A customer-centric approach is key to success in this role. Managers should prioritize customer satisfaction, understand customer needs, and work towards continuous improvement in the residential Loan Servicing process.
- Time Management: Balancing various responsibilities, including overseeing day-to-day operations, addressing escalated issues, and implementing improvements, requires effective time management skills and attention to detail.
- Problem-Solving Skills: Often dealing with complex issues and challenges, strong problem-solving skills are crucial for identifying root causes, developing solutions, and implementing process improvements.
- Well versed in FHLMC, FNMA, HUD, and VA servicing guidelines
- Well versed in the day-to-day processes across all areas of Loan Servicing and related regulatory matters, including RESPA, TILA and Fair Credit reporting Act, and other servicing regulations.
Work Environment
Hybrid work environment; Must be in the office at least 3 days per week; specific days may change due to month-end, timing of tasks, and/or workload.
- Must be able to remain stationary (sitting or standing) for prolonged periods, be able to conduct keyboard/computer work for extensive periods and communicate clearly (understand/be understood) with customers in person or over the phone/computer.
What we offer you
NASB offers competitive compensation and excellent benefits packages, including:
- Comprehensive health insurance options including medical, dental, and vision coverage.
- 401(k) retirement plan with immediate employer match.
- Generous paid vacation, sick and personal days. Plus, enjoy a bonus day off for your birthday!
- Exclusive mortgage and banking benefits.
- Paid holidays, volunteer time off, and free parking at NASB facilities.
- Employee referral bonuses and internal training programs to help reach your career goals.
If you have any questions, please contact jobs@nasb.com
Note: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not to be construed as a contract for employment.
North American Savings Bank (NASB) is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
