[Remote] Customer Support Specialist - Loans

Note: The job is a remote job and is open to candidates in USA. DCI is a company committed to empowering community banks with technology and exceptional service. They are seeking a Customer Support Specialist to provide assistance with their Loans application, ensuring clients receive accurate and timely support while managing lending operations.

Responsibilities

• Receive, log, and respond to customer inquiries via phone, chat, and email regarding lending products
• Research and resolve customer questions, issues, and discrepancies efficiently
• Educate customers to improve their understanding of DCI applications and services
• Escalate complex issues to senior support or development teams when necessary
• Participate in the customer support call center as needed
• Perform post-closing loan support tasks, including: Calculating accrued interest, Managing escrow payment changes, Processing variable payment changes, Performing loan general ledger (GL) balancing, Supporting participation loans
• Ensure accuracy and compliance in all loan-related activities
• Maintain and update customer control records with a high level of accuracy
• Provide input for user documentation and assist in its creation
• Support on-site implementation teams, Customer Relationship Managers, and the Education Department
• Assist with setup and plugin configuration for new services
• Serve as backup support for first-level calls across applications

Skills

• Experience working in a bank, financial institution, core processor, or related environment
• Direct experience with loan accounts, lending systems, or servicing processes
• Strong comfort working with numbers, including mathematical calculations and financial data analysis
• Excellent verbal communication and listening skills
• Professional, friendly demeanor when assisting customers
• Strong written communication skills for internal and external correspondence
• Proven analytical, problem-solving, and issue-resolution abilities
• Effective time management and organizational skills
• Proficiency with Microsoft 365 tools
• Ability to quickly learn new systems and processes
• Dependable with the ability to manage multiple priorities and meet deadlines
• Experience with iCore 360 or prior experience working at a DCI bank in lending or loan operations
• Associate or Bachelor's degree, or equivalent professional experience
• Technical aptitude for supporting software products, including installation and configuration
• Strong interpersonal skills and ability to thrive in a team-oriented environment

Benefits

• Comprehensive benefits
• Abundant growth opportunities
• Supportive and collaborative work environment

Company Overview