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Career Story: Loan Customer Support Specialist

Loan Customer Support Specialist

Job Title: Loan Customer Support Specialist

Type of Company: I work for a company that provides the information technology services that a community bank or credit union uses every day. The company does everything from processing banking transactions to generating monthly statements & providing day-to-day computer support and reporting solutions.

Education: BBA, Computer Technologies, University of Wisconsin-Whitewater

Previous Experience: I started as a loan underwriter for a Midwestern bank based and then shifted to a job as a Systems Analyst & Loan Coordinator with the same company. I then changed companies and took my current job.

Job Tasks: My primary responsibility is to provide day-to-day support (via telephone & email) to our existing clients. Our clients are employees of community banks and credit unions in the northeastern United States. I provide customer support for loan-related questions and issues.

Our clients call with questions and issues regarding the computer system and how it is functioning. My responsibility is to troubleshoot their problems, determine what's causing them and provide a solution. The problem might be a result of human error or lack of training; it may be more complex and require a change to the programming code. I also have to create new loan products within the system for our clients. When they want to develop a new loan product offering, they provide us with the requirements and I create the product within the computer system so that they can offer it, in turn, to their banking customers.

Many of the issues require a lot of digging before we can get to the root of the problem. But I also have to determine if the problem affects all our banks and credit unions or if it is an isolated case. There is a lot of information available to me to assist in my research. We have a tracking system that logs all reported issues so I can easily search to find out if a similar issue has been reported before and if so how we resolved it. I also have access to many manuals. Resolving a problem may take 30 minutes or it might take several weeks.

Best and Worst Parts of the Job: The best part of the job is that I am helping people. People usually call us after they are frustrated and it's nice when I can fix their problems and ease their frustrations. I also get to play "detective" because some of the time problems aren't what they appear to be at first and finding a permanent fix usually involves analysis, testing, and programming changes.

The worst part is when I have to write documentation to release to clients.

Job Tips: Its helpful to work in many different areas of a bank so that you can see how it all works together.

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