Receive, log, and respond to customer inquiries via phone, chat, and email regarding lending products.
Research and resolve customer questions, issues, and discrepancies efficiently.
Educate customers to improve their understanding of DCI applications and services.
Escalate complex issues to senior support or development teams when necessary.
Perform post-closing loan support tasks, including: Calculating accrued interest, Managing escrow payment changes, Processing variable payment changes, Performing loan general ledger (GL) balancing, Supporting participation loans.
Ensure accuracy and compliance in all loan-related activities.
Maintain and update customer control records with a high level of accuracy.
Provide input for user documentation and assist in its creation.
Support on-site implementation teams, Customer Relationship Managers, and the Education Department.
Assist with setup and plugin configuration for new services.
Serve as backup support for first-level calls across applications.

Experience working in a bank, financial institution, core processor, or related environment.
Direct experience with loan accounts, lending systems, or servicing processes.
Strong comfort working with numbers, including mathematical calculations and financial data analysis.
Excellent verbal communication and listening skills.
Professional, friendly demeanor when assisting customers.
Strong written communication skills for internal and external correspondence.
Proven analytical, problem-solving, and issue-resolution abilities.
Effective time management and organizational skills.
Proficiency with Microsoft 365 tools.
Ability to quickly learn new systems and processes.
Dependable with the ability to manage multiple priorities and meet deadlines.

Customer Support Specialist – Loans

Key skills