CCHL Customer Service Specialist - Kennesaw

Capital City Home Loans Customer Service Specialist - Capital City Bank - More than your bank. Your banker.

Mon - Fri

8 a.m. - 5 p.m.

General Summary

Responsible for all internal and external client service phone calls.

All associates at Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

Principal Duties and Responsibilities

• Log in and out of West IP phone systems to handle client service questions.
• Update Servicing Director system loan level information.
• Private client service assistance to client and CCHL sales staff.
• Research and resolve client service issues in a timely and accurate manner.
• Review loan documents.
• Perform other mortgage servicing activities to include, but not limited to, account research, payment adjustments, and various loan maintenance needs.
• Monitor and report suspicious activity to manager and compliance officer.
• Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable BankerStandards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.

Associated Duties

• Provides additional support to manager and department colleagues.
• Completes all assigned/required Bank training within established timelines.

Knowledge, Skills and Abilities (KSAs) Required

The following KSAs are usually acquired through work experience and/or specialized course(s):

• Telephone client service utilizing the Servicing Director system and Encompass, to assist and provide superior service for all inquiries.
• This position will be required to be on the phone and research all systems to provide response to internal and external customers.
• The position will also assist in providing letters, faxes, and other projects within the servicing department.

Education

Minimum high school diploma or equivalent required. Some college preferred. Prior Mortgage Servicing experience a plus. Fluent multi-lingual speaker considered, not a requirement.

Working Conditions

• Lobby or cubicle environment.
• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.

Capital City Bank associates are our greatest asset. We offer the following benefits

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

EOE/Protected Veterans/Disabled/Drug Free
The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT . This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.