Consumer Loan Servicing Representative I
- Promotes and maintains positive relationships with all contacts, customers, and potential customers
- Performs as a team member in allocating and coordinating the workflow
- Answering co-worker questions
- Collects customer payments in accordance to their due dates and assists with payment due date changes
- Familiarizes with Beneficial Bank Policies
- Promotes the Bank's products and services and consistently cross-sell products in every opportunity
- Makes every effort to resolve customer problems
- Solicits for new loans
- Reviews open accounts for collection, repossession, and identifies source of attributions to account delinquency
- Works with peers and Management to minimize delinquency, charge-off, and maintains quantity without sacrificing quality
- Reviews and monitors any assigned accounts and collection reports
- Identifies opportunities for account recourse and skip trace to locate customer
- Maintains knowledge and understanding of FDCPA and Truth and Lending and all TRC training
- Generates outbound calls with delinquent borrowers who are considered high-risk or with associated third parties
- Uses payment strategies to resolve customer delinquency
- Records information about financial status of customers and collection efforts
- Works on assigned welcome list
- Requests field visits and remove alerts when appropriate
- Submits repossession assignment and assists with cancellation of repossession as needed
- Provides timely follow-up on payment arrangement
- Reviews accounts for legal
- Review emails
- Review accounts for Due date changes, skip a pay, PICL and other programs offered by the bank
- Ensures compliance with all state and federal regulations and internal company policies, including but not limited to BSA / Anti-Money Laundering, Fair Lending, Privacy, and Anti-Discrimination, to the extent each applies to current job responsibilities
- Completes all online compliance training as assigned within specified due dates
- High School Diploma or of equivalent education; Bachelor's degree preferred
- 1+ years in a call center environment with collections, skip tracing, and previous loan collection experience preferably in a financial institution
- Knowledge of bank operations, retail banking products, and banking regulations pertaining to financial transactions; prior experience and knowledge preferred
- Demonstrated strong interpersonal skills
- Computer literacy in Microsoft application: Word, Excel, and Outlook required
- Solid math skills and bookkeeping abilities preferred
- Bilingual in Spanish preferred
- Medical / Dental / Vision / Basic Life / STD / LTD
- Vacation Days: 2-4 weeks depending on role
- Sick Days: 12 days per year
- Holidays: 11 days per year
- 401(K) / ROTH / FSA / HSA / EAP
- Education and Adoption Assistance
- Bank-Wide Annual Discretionary Bonus Program
- Production-based incentive program available for some roles.
- Paid Volunteer Time: 4 days per year / annual match of qualifying employee donations
- Paid Sabbatical Program after 5 years of service
- Pet Benefits
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