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:
1. Experience in loan servicing or a related financial services role.
2. Proven track record of exceeding customer service expectations.
3. Strong analytical and problem-solving skills.
4. Excellent communication and interpe...