Careers

Full Time

Non-Exempt

Budgeted Salary Range: $26.27 – $32.84 / hour

Responsible for quality control review activities for the Bank’s residential, consumer, and commercial loan portfolio. The incumbent will assist in creating and maintaining QC requirements related to loan operations.  This will include validating system reports, interaction with outside legal counsel to follow up for missing or inaccurate information, and performing other duties pertaining to the loans held, serviced, originated, or sold by the Bank. In addition, this candidate will monitor and review all necessary quality control tasks to ensure they are performed in compliance with Bank policies and procedures including all applicable regulations and investor guidelines. The desired candidate will have a very strong attention to detail with the ability to work independently to quickly resolve any issues to mitigate both monetary and reputational risk.

• Performs reviews related to reports and/or loans in accordance with the department’s procedures to ensure customer and bank expectations are met.
• Maintains existing and coordinates implementation of new procedures/processes to include documentation and system checklists ensuring the Bank is in compliance with applicable regulatory requirements, as needed.
• Prepares and maintains quality control log, note inventory log, and PIF log.
• Performs quality control reviews on all new loan files to include core system and documentation.
• Performs quality control activities on closed and denied/withdrawn loans as defined in policies and procedures.
• Reviews quality control departmental reports for maintenance activities, accuracy and completion.
• Follows up for any post-closing documentation items and escalates any time delays or issues related to quality control to appropriate management team to ensure items are resolved timely and accurately.
• Oversees and ensures lender and investor (Freddie, FHLB, CHFA) guidelines are met.
• Maintains industry knowledge, stays abreast of regulatory changes with regards to all loan origination and operation. Updates procedures as these environments change.
• Reviews daily rates to ensure accuracy on the core system.
• Reviews and mails all system generated notices.
• Completes internal file audits to ensure accuracy and originals are maintained per regulatory requirements.
• Prepares PIC posting sheets daily to ensure allocation of loans to appropriate GL.
• Supports document imaging initiatives.
• Balances DDA and GL accounts.
• Performs other related duties as required.

• Post high school education with three (3) to five (5) years of residential, consumer, and commercial mortgage loan servicing experience or some comparable combination of education and experience.   
• Knowledge of all pertinent regulations related to residential, consumer, and commercial lending.
• Excellent written and verbal communications skills.  
• Proficient operation of the Bank’s loan servicing system and Microsoft Software such as Word, Excel, and Outlook.
• Working knowledge of the Bank’s loan product offerings, Bank loan regulations and the Bank’s loan policies and procedures.
• Ability to interact with co-workers and customers in a positive manner.
• Ability to exchange information with others clearly and concisely: to present ideas, facts and technical information.
• Ability to perform under stress when confronted with critical timeline constraints and large work volumes.
• Ability to perform a variety of duties within the department, after receiving appropriate cross training, without the loss of efficiency or composure.
• Ability to receive guidance and supervision and follow work rules and procedures. Ability to meet deadlines, and to meet punctuality and attendance standards.
• Ability to systematically identify task requirements and monitor progress towards accomplishment.
• Ability to maintain relationships that facilitate task accomplishment, to cooperate and resolve conflicts, to recognize needs and be sensitive to others and to convince and persuade.
• Ability to work independently as well as in a team-based environment.
• Ability to learn quickly with a strong attention to detail and problem-solving.
• Ability to work independently and meet time sensitive deadlines.

For consideration, qualified applicants may email a cover letter and resume to humanresources@windsorfederal.com.

Full Time

Non-Exempt

Budgeted Salary Range: $20.59 – $25.74 / hour

Under the direction of the Customer Care Solutions Manager, the Customer Care & ITM Specialist plays an integral role in delivering exceptional customer experience across multiple service channels. This position engages with current and prospective customers via telephone, online, and Interactive Teller Machines (ITMs), assisting with banking inquiries, transactions, issue resolution, and relationship building. The role requires strong interpersonal and sales skills, a thorough knowledge of the Bank’s products and services, and the ability to provide tailored, accurate, and professional service in every interaction. Flexibility to work extended hours and Saturdays is required.

• Proactively engages with customers and non-customers across telephone, digital, email, and ITM channels to identify financial needs, provide tailored solutions, and recommend appropriate products and services.
• Processes routine and allowable financial transactions, including deposits, withdrawals, loan payments, check cashing, balance transfers, stop payments, and account maintenance, in accordance with Bank policy and procedural guidelines.
• Identifies potential fraud indicators, escalates suspicious activity in accordance with Bank procedures, and supports documentation required for investigation and resolution.
• Provides high-quality customer experience by communicating professionally, de-escalating concerns, applying sound judgment, and escalating issues to management or other departments when appropriate.
• Ensures adherence to regulatory requirements including, but not limited to, BSA/AML, CIP, OFAC, Reg E, and Reg CC as applicable to customer interactions and transaction processing.
• Provides live video-based service via ITMs, performing transactions and delivering branch-like experience while promoting customer adoption of self-service and assisted-service channels.
• Assists customers and internal partners with digital banking, electronic delivery systems, and ITM services by providing guidance, troubleshooting support, and subject matter expertise on available technology and process improvements.
• Meets or exceeds established sales, referral, and service performance goals as defined by management.
• Tracks and maintains reports related to customer interactions, product usage, and campaign activity, and collaborates with team members and supervisors to support service quality, sales efforts, and continuous improvement.
• Maintains cross-training in Customer Care Center procedures and delivery channels and complies with all Bank policies, procedures, operational standards, and applicable federal and state regulations, including BSA, deposit, and lending requirements.
• Takes full ownership of customer issues from initial contact through resolution, appropriately escalating when necessary and ensuring timely follow-up and communication.
• Performs other related duties as required.

• High school diploma or equivalent is required, along with a minimum of one (1) to three (3) years of banking experience. Call center, customer contact center, retail banking, or teller/platform experience is preferred.
• Strong customer service, sales, verbal, written, and organizational skills, with the ability to communicate professionally and effectively across multiple channels.
• Demonstrates critical thinking, sound judgment, and decision-making skills, with the ability to interpret information, identify task requirements, monitor progress, and solve problems efficiently.
• Strong numerical aptitude, attention to detail, and the ability to assist customers accurately through telephone, digital, and ITM processes.
• Working knowledge of financial institution policies, procedures, products, services, and applicable federal and state laws and regulations is required.
• Computer proficiency is required, including Microsoft Office applications such as Word and Excel, and familiarity with teller, platform, or other core banking systems is preferred.
• Ability to work effectively in a high-volume environment, quickly learn and adapt to changing systems, applications, policies, and procedures, and transition between duties without loss of efficiency or composure.
• Must be highly organized and able to prioritize multiple responsibilities, meet deadlines, work independently and collaboratively, and maintain professional relationships that support teamwork and conflict resolution.
• Must maintain a professional appearance while communicating through on-screen technology.
• Ability to receive guidance and supervision, follow work rules and procedures, meet punctuality and attendance standards, and complete compliance and job-related training required by the Bank.

For consideration, qualified applicants may email a cover letter and resume to humanresources@windsorfederal.com.