Loan Servicing Associate

Inclined•Denver, CO

2d•Hybrid

About The Position

As a Loan Servicing Associate, you will be responsible for providing best in class service for Inclined’s line of credit product. You will support Inclined’s fast paced and high growth environment by interacting directly with loan applicants, existing borrowers, financial advisors and life insurance carriers. You will play a key, first-line-of-defense role in providing exceptional service to our customers through (outbound) inquiries through phone and email channels. You will be supported by and be a key link between our operations and sales teams.

Requirements

2-4 years of experience within a financial planning function; experience reviewing, processing, and servicing life insurance policies and familiarity with in-force documentation is a plus
Strong verbal and written communication skills
Ability to understand complex data and condense into key themes, as well as exhibit grace under pressure while navigating complex work assignments and situations
Experience with providing world-class customer service and meeting critical deadlines in a dynamic, rapidly changing environment

Responsibilities

Provide industry leading customer support that leverages soft skills and role expertise
Prepare and review loan documentation while providing support to a variety of tasks related to the loan process.
Provide day-to-day loan transactional processing, which may include outbound calls to carriers, advisors, and/or clients, email reminders pertaining to application/account deadlines, and verification of perfected collateral assignment.
Interact directly with applicants, existing borrowers, financial advisors, and life insurance customer service across multiple channels (inbound / outbound phone calls, email, chat) in order to disseminate or explain information
Operate within a heightened compliance environment while adhering to our documented policies and procedures.
Appropriately assess risk when business decisions are made and demonstrate particular consideration for the firm's reputation and safeguarding the Company, as well as our clients.
Escalate control gaps and issues to senior management. Identify control deficiencies and implement appropriate procedures and solutions to mitigate risk or control losses.
Develop and maintain effective relationships with colleagues, management, internal/external clients and all stakeholders, and seek to understand their needs and provide solutions.
Exercise consultative techniques that demonstrate advocacy for customers, effective call control and educating our customers on the different features of their line of credit and tools available to them.
Troubleshoot, advocate, show genuine empathy in conversations in effort to de-escalate simple or complex inquiries.
Meet or exceed specific performance metrics designed to measure the core responsibilities of the role.