Strategic Financial Solutions

Loan Servicing Specialist (Buffalo, NY)

Job Locations US-NY-Buffalo
Category
Customer Service/Support
Job ID
2021-1533

Overview

Are you able to think critically and outside the box?

Do you enjoy talking with and helping others?

Are you organized and detail oriented?

Is it easy for you to identify problems and quickly solve them?

Are you calm and patient under pressure?

 

If you answered YES to these questions, then look no further and apply for the Loan Servicer position!

 

As a Loan Servicer, you will be an integral part of Strategic Financial Solution’s Lending Department’s borrower journey, responsible for delivering a delightful experience throughout their repayment process. You will act as a trusted resource for our borrowers and offer a consultive approach to helping them. You will serve as an advocate for them and always look for opportunities to go above and beyond. As an empathetic and patient Loan Servicer, you will understand the importance of making sure our borrowers feel heard and understood through active listening. And finally, your drive and customer-centric focus will be a key component in achieving our company vision: helping our borrowers live financially healthy lives.

 

The Lending Department at Strategic Financial Solutions is growing rapidly, and new team members will have an opportunity to grow and develop their skills and talents. Active listening, following-through on commitments, fanatical customer service, and attention to detail are requirements for the role and the department.

Responsibilities

  • Handle high volume of inbound and outbound borrower communication, over the phone and/or email, to get borrowers’ questions answered quickly
  • Accurately and proactively report borrower credit activity to Credit Reporting Agencies in a timely manner
  • Proactively and consistently make outbound calls to assist borrowers resolve delinquent payments
  • Recognize complex issues and escalate them following standard operating procedures
  • Document all customer interactions in CRM software (Salesforce) clearly and concisely
  • Assist management to identify improvements to existing workflow and/or procedures to enhance the borrower experience
  • Stay up to date on knowledge of our loan products and regulatory compliance guidelines (CFPB, FCRA, etc.)
  • Communicate internally and externally in a professional, helpful, and punctual manner
  • Balance competing priorities and deadlines in a dynamic, goal-driven environment

Qualifications

Basic qualifications

  • Bachelor’s degree or equivalent experience
  • Strongly motivated to exceed performance goals
  • Adaptability to adjust to new guidelines and requirements
  • Confidence in asking questions and in being self-sufficient
  • Excellent interpersonal and communication skills
  • Hybrid in office and work from home expectation

Preferred qualifications

  • High volume call center customer service experience
  • Familiar with consumer lending products and regulatory guidelines
  • Familiar with software like Salesforce or similar tools
  • Collections experience is a plus

About Strategic

Strategic Financial Solutions is a leading consumer finance company that specializes in helping people that have too much credit card debt. We were recently named the 21st Best Company to Work for in New York by Best Companies to Work For and have been certified as a Great Place to Work 5 times. Additional honors include being named two times, as one of the 50 fastest growing companies in New York City and to the prestigious Inc. 500 list as one of the 500 fastest growing companies in the United States.

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