Senior Loan Servicing Officer

About the Role:

We are seeking a highly motivated and experienced Senior Loan Servicing Officer to join our collections team. You will play a pivotal role in ensuring exceptional customer service and portfolio performance.

Responsibilities:

• Provide exceptional customer service, resolving loan servicing inquiries and requests efficiently and accurately within set timelines (SLAs).
• Process and issue all loan servicing requests, maintaining a high level of quality and accuracy.
• Pro-actively identify customers at risk of early arrears and implement early intervention strategies.
• Champion the identification and support of vulnerable customers, ensuring accurate recording of vulnerabilities according to TEXAS categories/drivers.
• Analyze and present the latest performance metrics of the early arrears portfolio at team meetings and to senior management.
• Provide leadership and guidance to the Loan Administration Officer and wider collections team, fostering a collaborative and high-performing environment.
• Identify and implement necessary process changes and improvements where necessary.

Requirements:

• Experience in loan servicing or a related financial services role.
• Proven track record of exceeding customer service expectations.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficiency in Microsoft Office Suite and loan servicing software.
• In-depth knowledge of relevant regulations and compliance procedures.
• A strong understanding of TEXAS categories and drivers for vulnerable customer support.
• Team leadership experience (desirable)