job description - Servicing Specialist
- Managing your attendance, timekeeping, and personal effectiveness to maintain required SLAs and/or turnaround times on borrower communication/queries
- Providing professional, warm clear customer service to assist and educate borrowers (our customers) on:
- How to use our customer app and portal and how to access self-service features
- All queries relating to their loan, loan statement, and managing the repayment and final settlement of their loan.
- Cure delinquent accounts by working with the borrower to bring arrears up to schedule
- Repayment options, how to make a payment, and the consequences of non-payment
- Understand and advise borrowers on the best solutions and processes that would assist them in their current situation
- Work with other teams and customers i.e. inter-functional assistance and feedback
- Having deep subject matter expertise developed over time
- Hit targets in a fast-paced, high-volume, and high-quality customer services environment
- Ensure weekly tasks are completed
What would the ideal candidate be great at?
- Have an empathetic yet firm approach to dealing with high-net-worth individuals
- Proven people management skills, preferably with people from different cultures and countries
- Strong attention to detail and administrative discipline; able to identify, escalate and correct any errors when made by any part of the team or business
- Ability to listen well and show empathy
- Proven ability to remain calm under immense pressure
- Ability and willingness to deal directly with specific tasks and inquiries where required
- Advanced troubleshooting and multi-tasking skills
- Excellent interpersonal and communication skills, both verbal and written
- Ability to assess complex situations and use creativity to solve problems
- Established negotiation skills
- Proven ability to operate independently
- Self-assurance and a confident manner
- Have the ability to debate constructively and challenge conventional wisdom
- Process control and process thinking – understanding the impact of how changes upstream affect customers and stakeholders in all parts of the value chain
- Accountable, being comfortable with being the first point of contact for internal and external stakeholders
- Great financial acumen, understanding of the functional and operational elements of a financial business and products
Qualifications and experience
- Degree qualified or equivalent
- 3+ years’ experience in financial services
- Experience in managing processes from beginning to execution and resolution
- Experience in dealing with recovery processes under TCF principles
- Excellent communication skills, both written and verbal
- The ability to communicate and negotiate with a variety of internal and external customers
- Thrives in a busy environment and handles stressful situations calmly and professionally
- Team player, willing to help other areas to work as one team
Experience that would be nice to have
- Ideally you will have experience with US-based consumer protection law and TCF principles.
- Lending – ideally you would have worked for a lending business
- Experience in a loan servicing role
- Fintech experience – hopefully you would have experienced the excitement and challenges of working at the bleeding edge of disruptive technology within financial services
- Experience with FCA or have worked in a business that is FCA regulated before
- Growth Company experience – you may have experienced rapid growth in your current role or company, knowing how to keep pace with changing processes and dependencies
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We provide collateral-free education loans for international master's students, to pursue their dream degrees at the world’s best schools.