Bank Support Analyst - Loans

Role overview Provide first-line support for banks with loan-service questions, aiming for timely, accurate resolutions and a positive customer experience. You’ll handle inquiries through phone and an online support portal, research problems, and coordinate with internal teams when issues need further attention.

Responsibilities - Respond to customer questions by phone and through a web-based support portal. - Work from a support queue, investigate issues, resolve what you can, and escalate complex cases. - Explain loan application functions and related services to bank customers. - Share customer feedback and issue details with the appropriate internal teams. - Build strong customer relationships through prompt, accurate communication. - Keep learning loan products and processes to meet team service goals.

Requirements - At least one year of relevant experience and a strong understanding of loans, preferably loan processing. - Customer service experience and willingness to learn. - Comfort using Microsoft Office, especially Excel, with an analytical approach to researching and solving problems. - Education or equivalent job knowledge comparable to two years of college or trade school.

Nice to have - Experience with secondary-market or dealer loans, banking, or loan-processing systems. - Familiarity with ancillary risk, collateral valuation, or exception-tracking tools.

Benefits and work setup - Remote role with a typical schedule of 8 a.m.–5 p.m. Central Time and rotating Saturday coverage from 7 a.m.–1 p.m. Central Time. - Candidates near Paducah, Kentucky, are strongly considered; employees who live near an office are expected to work onsite two days per week. Travel is not typically required. - Compensation is described as competitive and may include performance-based incentives. Benefits are offered; details are not specified.