Middle Office Client Contact Center – Loan Servicing Specialist IV

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? 

As a Middle Office Client Contact Center – Loan Servicing Specialist IV in our dynamic team, you will handle inbound calls, provide high quality service, analyze transactions, maintain product knowledge, and assist in resolving complex queries. This role offers the opportunity to work in a fast-paced, challenging environment, with a focus on client service and problem-solving.

Job Responsibilities

• Handle inbound calls from internal clients 


• Provide high quality, professional service with emphasis on one call resolution.


• Analyze and interpret transactions, statements, and loan documents in order to provide resolution to our clients.


• Maintain a high level of knowledge of our products, services and be able to clearly and accurately explain all aspects of them.


• Work in fast paced constantly evolving environment.


• Multitask with various duties and ensure timely delivery of task


• Provide Client Service Support on payment and draw request, processing information and instructions received via email with clear and concise responses


• Thoroughly research accounts, documentation and complete servicing forms needed to fulfill client requests; including completing and following up cases or tickets to obtain in-depth information and research required from appropriate downstream departments


• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude.


• Assist the team lead / manager in resolving complex process queries, escalations, client complaints and operational challenges


• Understand US banking & regulatory requirements around data security and data protection

Required qualifications, skills and capabilities

• Drive for client focus with a sense of urgency and service excellence


• 5+ years Contact Center or Loan Servicing experience


• Must have strong written and verbal skills


• Proficient in Microsoft Office suite


• Ability to work independently and as part of a team. Self-driven, eager to learn


• Strong time management and prioritization skills. Strong analytical and problem solving skills


• Ability to use multiple applications, browsers, and instant messenger simultaneously


• Controls and innovation mindset


• Ability to adapt to changes when transitioning or given a new task / work. Ability to handle and analyze KPIs and other team metrics. Ability to create / re-create excel and other type of reporting for self, teams and stakeholder

Shift Schedule: Ability to work flexibly between 9:00 PM to 9:00 AM Manila Time and adaptive to business need