Senior Loan Servicing Officer

2 weeks ago


Hertford, United Kingdom Davies Talent Solutions Full time

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)


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