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Umpqua Bank Retail Customer Service Specialist in Spokane, Washington

In this role, you will be responsible for loan servicing, ongoing customer service, billing, payment processing and General Ledger accounts within an environment of high work volumes and established deadlines. You will independently handle production tasks requiring knowledge of lending documents, policies and procedures and work on assignments that are complex and specialized in nature where independent action and a high degree of initiative are required in resolving problems and developing recommendations. You will frequently act independently to determine methods and procedures on new assignments.


  • Perform loan servicing and support activities such as, booking loans, auditing loans, processing payments/corrections, adjusting loan rates, ensuring accurate credit reporting and balancing GL accounts.

  • Act as first point of contact for phone inquiries and servicing related tasks.

  • Process payoffs, payoff quotes, payment of taxes, analysis of customer reserve accounts and preparation of annual statements.

  • Ensure documents confirming secured status of loans are filed and tracked.

  • Track insurance payments, researches loan issues, resolves customer problems.

  • Capture metrics to assist Supervisor in coordinating and adjusting workflow.

  • Responsible for participating in continuous improvement efforts to assist in the implementation of visual queues and workflow improvements.

  • Assist in solving complex problems using root cause analysis and data to support key decisions.


  • High school diploma/GED required. Associate Degree or equivalent experience preferred.

  • 1-2 years of Universal Associate or teller experience preferred.

  • Experience in banking, lending products, services and documentation preferred.

  • Specialized knowledge of the function/department, basic math and analytical skills.

  • Possess excellent interpersonal, verbal, and written communication skills.

  • Proficient use computer software including Word, Excel, loan servicing systems and other office equipment.

  • Ability to work in a service-oriented environment with high work volumes and deadlines.

  • Possess working knowledge of consumer loans, regulations, policies and procedures.

Physical Requirements and Working Conditions

Work involves:

  • sitting

  • walking

  • lifting up to 25 pounds.

  • occasional Travel

No relocation offered.

About Us

We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. It's no wonder we've made "Fortune's 100 Best Companies to Work For" eight years in a row. But greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs and connecting to people in new and innovative ways -- always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.

Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.