We are looking for a Customer Success Specialist to join our team in Metairie, Louisiana in a contract-to-permanent capacity. This opportunity is ideal for someone who excels at supporting clients, managing high-value banking transactions, and coordinating complex loan-related activities with accuracy and professionalism. The role combines customer service, documentation oversight, and cross-functional partnership to help ensure a smooth client experience while maintaining operational and regulatory standards.
Responsibilities:
- Guide customers and internal partners through complex loan closing activities, ensuring each transaction progresses accurately and on schedule.
- Review credit documents, commitment terms, legal paperwork, and supporting records to confirm alignment with approved structures and required conditions.
- Create and validate detailed loan documentation packages for multifaceted commercial transactions involving multiple entities, facilities, and collateral types.
- Coordinate due diligence items such as insurance, title materials, entity documents, appraisals, public records, and other third-party requirements needed for closing.
- Manage funding logistics, settlement details, disbursements, and post-closing follow-up to support complete and accurate transaction processing.
- Act as a key resource for questions related to documentation, collateral perfection, compliance expectations, and exception resolution.
- Conduct secondary quality checks on closing files prepared by team members and provide clear feedback to strengthen accuracy and consistency.
- Track outstanding exceptions and collaborate with servicing, collateral, and production teams to resolve issues with urgency.
- Support team effectiveness by sharing knowledge, assisting with training, and contributing to procedural updates, reference tools, and process improvements.
- Participate in audits, testing, compliance activities, and operational enhancement efforts, including support for system-related updates when needed.
- High school diploma or equivalent is required.
- Associate degree in Business Administration, Finance, Accounting, Banking, or a related field is preferred.
- At least 6 years of experience in commercial loan closing or loan documentation, including work with highly complex transactions.
- Background in banking operations, loan origination, loan servicing, or mortgage-related processes is strongly preferred.
- Experience delivering customer support in a call center or high-volume service environment is beneficial.
- Strong written communication skills, including clear email correspondence and documentation review.
- Proficiency working across multiple browser-based systems and handling detailed information with a high degree of accuracy.
- Ability to manage competing priorities, solve problems independently, and collaborate effectively across teams.