CCHL Client Servicing Specialist | Kennesaw

Capital City Home Loans Client Service Specialist - Capital City Bank - More than your bank, your banker.

Hours: Mon - Fri 40 Hours

General Summary

The Mortgage Client Servicing Specialist serves as a primary point of contact for borrowers throughout the mortgage process. This role is responsible for providing accurate information, resolving customer inquiries, and ensuring a smooth, positive experience from application through loan servicing.

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

Principal Duties and Responsibilities

• Utilize Ring Central phone systems to handle client service questions.
• Update Servicing Director system with loan level information.
• Provide client service assistance to clients and CCHL sales staff.
• Serve as the main contact for client regarding mortgage applications, loan status, payments, and general inquiries.
• Respond to client questions via phone, email, and written correspondence in a timely and professional manner.
• Explain mortgage products, loan terms, payment schedules, escrow accounts, and servicing procedures clearly and accurately.
• Assist clients with documentation requests, forms, and basic loan modifications or payment options.
• Research and resolve client issues, discrepancies, or complaints while maintaining compliance with regulations.
• Update and maintain accurate client and loan records in internal systems.
• Collaborate with Loan Officers, Processors, Underwriters, and Servicing teams to resolve issues efficiently.
• Ensure adherence to federal, state, and company mortgage lending and servicing guidelines.
• Maintain high client satisfaction and service-level standards

Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable Banker Standards 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 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):

• Client-focused mindset
• Clear and concise communication
• Time management and organization
• Regulatory awareness (RESPA, TILA, FHA/VA, etc. - as applicable)
• Assist in problem solving for client or team

Education

• Minimum high school diploma or equivalent required. Some college preferred. Experience in mortgage servicing, banking, financial services, or client service (mortgage experience preferred). Successful completion of in-house training program or other approved training program will be considered. 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, 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.