Lead Specialist - Mindlance
Amherst, NY
About the Job
JOB BRIEF (PURPOSE)
Working within a face paced - cross site team, this position is responsible for responding to external and internal loan servicing requests following loan regulatory requirements and Consumer/Privacy laws. Use fair and reasonable judgment when interpreting and disclosing client relationships. Works within and complies with established operational and compliance quality standards and service levels at a highly productive level.
ESSENTIAL JOB FUNCTIONS
Perform account maintenance accurately while keeping within the department service level agreement.
Specialist must balance at end of day, posting necessary General Ledger entries when monetary transactions have been posted. Any discrepancies found; specialist will work with Balance & Control to correct in a timely manner.
Perform careful and timely review of various reports to alleviate potential customer impact issues and to ensure system integrity. Take appropriate action to address issues.
Research requests to a logical conclusion and execute remedial action. Communicate to the requester the results of research and resolution of the problem effectively and timely.
Actively seek opportunities to improve process efficiency, quality and the client experience. Communicate ideas appropriately to effect real change.
Provides world class customer service to internal and external customers through total adherence to the Key Values.
Identify issues/problems and communicate to appropriate management
Assist other team members with daily workload to ensure timely completion and achievement of work team assignments.
Actively pursue development of self to better support team and future advancement.
Meet goals as stated
Other duties as assigned
Ability to work overtime based on job needs
Working knowledge of using Excel Files
COMPETENCIES/SKILLS
Excellent written and verbal communication skills
Demonstrated problem/solving and decision making
Must demonstrate proven, outstanding customer service skills
Strong working knowledge of government regulations.
Working knowledge of systems that provide loan information.
Working within a face paced - cross site team, this position is responsible for responding to external and internal loan servicing requests following loan regulatory requirements and Consumer/Privacy laws. Use fair and reasonable judgment when interpreting and disclosing client relationships. Works within and complies with established operational and compliance quality standards and service levels at a highly productive level.
ESSENTIAL JOB FUNCTIONS
Perform account maintenance accurately while keeping within the department service level agreement.
Specialist must balance at end of day, posting necessary General Ledger entries when monetary transactions have been posted. Any discrepancies found; specialist will work with Balance & Control to correct in a timely manner.
Perform careful and timely review of various reports to alleviate potential customer impact issues and to ensure system integrity. Take appropriate action to address issues.
Research requests to a logical conclusion and execute remedial action. Communicate to the requester the results of research and resolution of the problem effectively and timely.
Actively seek opportunities to improve process efficiency, quality and the client experience. Communicate ideas appropriately to effect real change.
Provides world class customer service to internal and external customers through total adherence to the Key Values.
Identify issues/problems and communicate to appropriate management
Assist other team members with daily workload to ensure timely completion and achievement of work team assignments.
Actively pursue development of self to better support team and future advancement.
Meet goals as stated
Other duties as assigned
Ability to work overtime based on job needs
Working knowledge of using Excel Files
COMPETENCIES/SKILLS
Excellent written and verbal communication skills
Demonstrated problem/solving and decision making
Must demonstrate proven, outstanding customer service skills
Strong working knowledge of government regulations.
Working knowledge of systems that provide loan information.
Source : Mindlance