• Client Care Specialist, Lending Services

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  • Overview

    The Client Care Specialist is responsible for providing an extraordinary level of customer service for both the Residential and Commercial lending groups by responding to any inquiries, requests, and problems in a timely and successful manner. The Specialist will assist internal clients and external loan clientele by utilizing advanced knowledge of all lending products, services, fees, regulations, and systems to research and resolve issues. The Specialist should also provide direction as necessary to Client Care Generalists, and assume a leadership role within the team. It is expected that the Client Care Specialist will be able to independently bring most client questions/issues to a satisfactory resolution; when necessary, however, the Specialist will act as a liaison between customers and various lending groups to resolve more complex customer requests or issues.



    Additionally, you will:

    •  Receive and bring to successful resolution all internal and external client inquiries, requests and problems in a timely and professional manner.
    • Maintain current knowledge of lending products, services, systems, and processes in order to provide up-to-date and expert client service.
    • Provide guidance to Client Care Generalists and perform leadership responsibilities as assigned.
    • Recognize issues that demand escalation, determine the appropriate Bank contact, and act as liaison between the client and relevant group(s) in order to successfully resolve issues.
    • Perform duties and responsibilities specific to department functions and activities or as assigned by supervisor.
    • Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank




    Internal Contacts:

    Interaction required with individuals within the organization at several levels.


    External Contacts:

    Occasionally includes verbal and written interaction on simple to complex matters directly affecting external Bank loan clients.

    Essential Skills, Bodies of Knowledge and Abilities:

    • Provides extraordinary customer service.
    • Proactive individual able to operate efficiently in a fast paced environment.
    • Quick learner and ability to manage multiple priorities.
    • Must be able to quickly forge effective working relationships with a variety of personalities.
    • Excellent verbal and written communication skills.
    • Furthers the First Republic Bank culture and values.
    • Able to deal with ambiguous situations.
    • Process and deadline oriented.

    Products and Software:

    • Must possess strong working knowledge of MS Word/ MS Excel/ MS Outlook/MS Access.
    • Knowledge of residential and commercial loan systems and operations a plus.

    Education, Experience, Training, or Certifications/Licenses:

    Required: High School diploma and 2-3 years of experience in loan operations or related lending experience.


    Preferred: Bachelor’s Degree.

    Mental/Physical Requirements:

    • The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
    • Must be able to travel as position requires.
    • May be required to lift 25-50lbs.



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