Collections Specialist

Duties and Responsibilities

• Compare and evaluate possible loan resolution solutions and decide which solutions to recommend to customers to best meet their needs and circumstances.
• Responsible for prompt and accurate response to customer's servicing questions and concerns.
• Aid borrowers with other loan maintenance requests.
• Input data and verify information to process electronic payments.
• Provide customers with information about products and services to generate additional revenue through cross-sell/up-sell opportunities.
• Properly document each customer interaction in the servicing system.
• Perform loan-related mathematical equations.
• Perform follow-up and research tasks to ensure problem resolution.
• Adhere to specific scheduling guidelines to ensure proper phone coverage.
• Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer assets.
• Explain loan payment histories using basic accounting and mathematical concepts and request corrections when necessary.
• Perform follow-up and research tasks to ensure resolution.

Minimum Qualifications

• Proficient in using MS Office and database software.
• Strong customer service and problem solving skills.
• Excellent verbal and written communication skills.
• Proficient working knowledge of computerized applications such as word processing, spreadsheet, email, and specialized business applications software.

Critical Competencies

• Communication skills necessary to effectively identify process gaps and improvements to Management.

Working Conditions

This position works in an office environment.