Loan Payment Solutions Representative

Hours

Monday - Friday 8:30am - 5:30pm with one night per week 10:00am - 7:00pm. Must work one Saturday per month on a revolving schedule from 9:00am - 12:00pm. Must be flexible to meet current and future business needs.

Schedule

This position is remote eligible for up to 40% of the time after a 90-day training period.

Benefits

Comprehensive Benefits: ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

Pay and Incentive Plan

Starting Pay: $24.66 per hour In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

Accountabilities

• Contact all accounts assigned through the various communication channels, based on risk and loss levels to attempt collection resolution via issue identification, loss recognition, and problem resolution resulting in minimization of loss and maximization of return to ESL.
• Handle calls professionally, empathetically and effectively with the ability to de-escalate a situation when necessary.
• Have a basic understanding of all loan/product types offered at ESL in order to answer general questions.
• Negotiate payment arrangements and recommend ad hoc solutions to the member with proper approval from appropriate designated team members.
• Review full scope of member relationship and recommend/refer to the proper outside partner when applicable.
• Identify potential problem/risk loss accounts and refer to their Senior LPS rep, Specialist or Supervisor for guidance/assistance, if needed.
• Analyze account histories to Identify and resolve payment discrepancies when necessary.
• Provide all requested documentation when applicable, to include payoff statements, transaction histories, and loan origination documents.
• Work closely with other departments to resolve complex cases.
• Maintain required departmental call averages as assigned.
• Recommend to their Supervisor those accounts requiring repossession, charge-off, foreclosure or qualifying the member for restructure/workout possibilities.
• Suggest/recommend alternate processes to their Supervisor to enhance overall departmental efficiencies.
• Cross train within the department to learn new tasks and support other areas as necessary.
• Attend training sessions, monthly team meetings, coaching development sessions, and other duties as assigned by the Supervisor.
• Openly accepts feedback to improve performance.
• Consistent reliability and dependability in fulfilling job responsibilities.

Qualifications

• A high school diploma or high school equivalency diploma required.
• A minimum of 2 years of collection, call center, or direct customer contact experience required.
• Proficiency in PC usage and automated systems required.
• Strong verbal and written communications skills required.
• A high level of active listening skills required.
• Good negotiation and time management skills required.
• Outside of the box thinking.
• The ability to multi-task several different issues/accounts required.
• The ability to work night and weekend hours dependent on departmental need required.

Preferred Qualifications

• An associate degree or equivalent combination of education and experience preferred.
• A minimum of 3 years of previous collection, call center, or direct customer contact experience preferred.
• Ability to de-escalate situations while maintaining professionalism at all times.
• Excellent verbal, written, and communications skills.
• Proficient in PC applications.
• Experience in a collection group, call center or direct customer facing position is preferred.