Senior Customer Service Representative | Military Boots to Banking - Veteran Initiative
Core
Senior Customer Service Representative supporting Commercial Banking customers via inbound phone, outbound email, and digital channels for loan servicing, data management, account maintenance, and collections.
Role type
Senior Customer Service Representative (Lending Servicing Operations)
Builds
Loan servicing solutions and customer care experiences for Commercial Banking clients
Domain
Financial Services / Commercial Lending
Required skills
handling moderately complex customer inquiries and complaints, root cause analysis, process and workflow improvement, cross-functional coordination, mentoring less experienced staff, navigating multiple computer systems, interpreting policies and procedures, de-escalation and conflict resolution, prioritization in high-volume environments, commercial lending or equipment finance knowledge
Preferred skills
military experience in research, assessment, and complex issue resolution, experience with InfoLease, ISM, Lease Connect, or similar financial servicing platforms, strong analytical and critical thinking skills
Technologies
InfoLease, Internal Servicing Module (ISM), Lease Connect, Microsoft Office (Word, Excel, Outlook, PowerPoint)
Responsibilities
Handle moderately complex customer inquiries and complaints, perform customer service and account servicing activities, promote digital servicing solutions, research and resolve customer concerns, identify and implement process improvements, partner with internal teams to resolve issues, support less experienced staff
Seniority
Senior, hands-on IC with mentorship responsibilities