Archived listing. The details below describe a past opening.
Required Skills & Experience
- High school diploma or equivalent required.
- One (1) or more years of experience in consumer loan collections, loan servicing, credit administration, or related banking or financial services roles.
- Working knowledge of consumer loan products, delinquency management, and risk mitigation practices.
Job Description
Essential Functions:
- Manage assigned delinquency queues and collection campaigns through inbound and outbound telephone calls, written correspondence, and approved digital communication channels.
- Work with borrowers to understand the cause of delinquency, obtain payment commitments, and identify appropriate resolution strategies within established authority.
- Administer or facilitate approved payment arrangements, extensions, due-date changes, hardship programs, and other payment-assistance options in accordance with Bank policy.
- Clearly explain account status, amounts due, payment activity, loan terms, and available options while maintaining a professional and respectful borrower experience.
- Accurately document borrower contacts, promises to pay, hardship information, payment arrangements, account decisions, and follow-up actions in the loan servicing system.
- Monitor assigned accounts for timely follow-up and progression through established delinquency strategies and escalation points.
- Identify bankruptcy, deceased borrower, attorney representation, cease-contact requests, SCRA indicators, fraud concerns, disputes, complaints, or other special-handling conditions and immediately route accounts through the appropriate process.
- Perform approved skip-tracing and contact research when appropriate and permitted by Bank policy.
- Escalate accounts requiring charge-off review, settlement consideration, recovery activity, legal review, or other specialized servicing.
- Maintain working knowledge of applicable consumer protection, collections, privacy, SCRA, bankruptcy, credit reporting, and fair-treatment requirements.
- Meet established performance and quality expectations, including cure rate, roll rate, promise-to-pay performance, right-party contact, productivity, documentation quality, and other assigned portfolio metrics.
- Participate in quality reviews, audits, examinations, training, process improvement, and servicing initiatives as the portfolio and organization continue to grow.
- Perform other duties as assigned.
Skills:
- Knowledge of collection practices and regulations, including FDCPA and consumer protection requirements, preferred.
- Ability to navigate difficult conversations and de-escalate conflict.
- Sound judgment and decision-making skills, particularly in balancing risk mitigation with customer relationships.
- Attention to detail in documentation and regulatory compliance.
- Ability to manage time effectively and prioritize a high-volume workload.
- Experience with loan servicing systems (e.g., Nortridge) preferred.
- Proficient in Word, Excel and other relevant systems.