LSD Customer Care Specialist I

The Loan Servicing Customer Care Specialist I is responsible for providing high-quality customer service to borrowers while supporting the day-to-day administration of Residential and Consumer Loans. This role serves as a primary point of contact for loan-related inquiries and ensures accurate servicing in compliance with bank policies and regulatory requirements. In a community bank environment, this position emphasizes relationship-building, responsiveness, and personalized service.

Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships — with our clients, our associates, and our communities.

We offer:

• A people-first culture grounded in inclusion and excellence
• Deep community involvement and local reinvestment
• A mission-driven workplace where values and performance go hand in hand

• Full-Service Banking with comprehensive financial solutions, advanced technology, and exceptional service
• No-Compromise Approach — we help clients get to "yes"
• Core Values:
  • Go above and beyond for clients
  • Foster a supportive and empowering environment for associates
  • Deeply invest in the well-being of our local community

• Provide high-quality customer support for mortgage-related inquiries via phone, web chat, and email within a high-volume call center environment
• Meet established call handling and service level standards while ensuring timely and accurate responses
• Review and verify loan documentation, prepare loan servicing transactions, and provide online system support to customers
• Assist customers with navigating and utilizing automated online payment systems
• Support escrow accounts, including processing escrow payments and updating customer account information
• Review and validate legal documents such as Living Trusts and Powers of Attorney in accordance with bank policies
• Monitor accounts and customer interactions for potential fraud or impersonation, and escalate concerns as appropriate
• Participate in process improvement initiatives to enhance efficiency and customer experience
• Flexible weekend and holidays work schedule required.
• Perform other duties and responsibilities as assigned.

• High school diploma or equivalent work-related experience required

• Minimum 2 years of experience in loan servicing, banking operations, or customer service (community bank or credit union experience preferred)

• Working knowledge of loan servicing practices, including payments, escrow, and account maintenance

• Familiarity with applicable regulations (RESPA, TILA, etc.) preferred

• Strong customer service, communication, and problem-solving skills

• High attention to detail and accuracy

• Ability to manage multiple priorities in a fast-paced environment

• Proficiency in banking systems and Microsoft Office applications

• Prefer bilingual candidate (Spanish)

Physical Requirements

The physical requirements described below are representative of those that must be met to successfully perform the essential functions of this position, with or without reasonable accommodation.

• Ability to remain in a stationary position for extended periods (e.g., sitting or standing).
• Frequent use of a computer, phone, and other office equipment.
• Ability to communicate effectively with colleagues and customers.
• Occasionally move or lift items up to 10 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Team Players who go above and beyond to support their colleagues
• Action-Oriented professionals who challenge the status quo and seek improvement
• Purpose-Driven individuals who understand and champion the bank’s community impact

Health & Wellness

• Medical, dental, and vision insurance
• Flexible Spending Accounts (FSA, Dependent Care, Health Savings)

Financial & Retirement

• Employee Stock Ownership Plan (ESOP)
• 401(k) with employer match
• Performance-based bonuses or incentives

Work-Life & Perks

• Paid holidays, vacation, and sick time
• Free personal checking and savings accounts
• Home loan rate discounts
• Tuition reimbursement and professional development resources
• On-site gym and discounted health club memberships
• Employee Assistance Program (EAP)

Fremont Bank is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification.

The hiring salary range is based on factors such as experience, skills, education, and internal equity. Compensation decisions are made in consideration of these factors and in alignment with Fremont Bank’s compensation philosophy.

The Employee Stock Ownership Plan (ESOP) is a way for Fremont Bank to contribute to the financial well-being of associates by making a contribution to their retirement account. In addition, the ESOP provides associates an opportunity to share in the growth and prosperity of Fremont Bank.

Fremont Bank does not accept unsolicited resumes from search firms or agencies without a signed service agreement. Unsolicited resumes will be considered the property of Fremont Bank, and no fees will be paid.