Responsibilities
- Reduces losses by negotiating and collecting payment on delinquent retail, consumer, residential or auto accounts.
- Demonstrates sufficiency in a range of processes, procedures and systems to perform assigned tasks
- Understands how the assigned duties relate to others in the team and how the team integrates with others
- Handles own workload, coordinates tasks and services with others
- Recognizes and solves routine problems that can occur in their own work area without supervisory approval
- Evaluates and selects solutions from established options
- Follows standardized procedures and practices and recommends opportunities to improve processes in their own work area
- Uses communication skills to exchange technical or process information with composure and ensures underlying details are clarified
- Determines reasons for customer delinquencies and uses standard methods and procedures to secure payment; Identify reasons why customers can or cannot pay
- Identifies type of loan product involved, including residential mortgages, home equities, indirect loans, mobile homes, lines of credit, unsecured loans, recreational vehicles, overdrafts and others and modify approach accordingly
- Develops familiarity with debt management counseling and information to provide to customers as necessary
- Suggests changes or modifications to policies and procedures to supervisor based on day-to-day observations and activities
- Serves as entry point for the identification, routing and documentation of all pertinent collection support processes (i.e. modifications, bankruptcy, skip-tracing, etc.)
Requirements
- High School Diploma or GED
- Ability to develop strong phone skills to effectively work with customers
- Developing negotiation skills to arrive at best overall solutions within established guidelines
- Sales ability to make regular phone calls, present Company in positive way to customers and tactfully but firmly collect payments
- Ability to learn and explain wide variety of consumer loan product details
- Writing ability to clearly document calls
- PC skills sufficiency
Benefits
- Growth opportunities and skill development
- Compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role
- Total Rewards package includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
- Health and well-being benefits
- Savings and retirement programs
- Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- Banking benefits and discounts
- Career development
- Reward and recognition
Work Arrangement
On-site
Additional Information
- Hours: 40
- Domestic Travel – Occasional
- International Travel – Never
- Performing sedentary work – Continuous
- Performing multiple tasks – Continuous
- Operating standard office equipment - Continuous
- Responding quickly to sounds – Occasional
- Sitting – Continuous
- Standing – Occasional
- Walking – Occasional
- Moving safely in confined spaces – Occasional
- Lifting/Carrying (under 25 lbs.) – Occasional
- Squatting – Occasional
- Bending – Occasional
- Kneeling – Never
- Crawling – Never
- Climbing – Never
- Reaching overhead – Never
- Reaching forward – Occasional
- Pushing – Never
- Pulling – Never
- Twisting – Never
- Concentrating for long periods of time – Continuous
- Applying common sense to deal with problems involving standardized situations – Continuous
- Reading, writing and comprehending instructions – Continuous
- Adding, subtracting, multiplying and dividing – Continuous
