Consumer Loan Servicing Representative I
Beneficial State Bank, Porterville, CA, United States
Consumer Loan Servicing Representative I
The Consumer Loan Servicing Representative I handles a variety of inbound and outbound calls in a prompt and courteous manner by providing outstanding customer service, responding to customers, non-customers, bank personnel, management, and the general public. Other responsibilities include resolving delinquent accounts, negotiating payment arrangements, reviewing accounts for repossession, and skip tracing. This position is a unionized position through the Communication Workers of America. Essential Duties
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 Solicite 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 The position performs duties specific to the position and other functions as assigned. Role Competencies/Skills
Attention to Detail, Collaboration & Communication, Diversity & Inclusion, Execution & Ownership, Time Management, Judgment and Decision Making, Loan Processing, Regulatory Compliance, Risk Management, Credit Management, Data Entry Financial Reporting, Analytical Thinking Environment, Physical & Mental Activities
The incumbent is in a non-confined office-type setting in which they are free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching. The incumbent for this position may operate any or all of the following: personal computer, cellular telephone, printer, fax, and other standard office equipment. The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions. The work environment characteristics, physical and mental demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position Requirements
Minimum Qualifications Competencies/Skills listed above, as well as: 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 Preferred Qualifications Bilingual in Spanish Solid math skills and bookkeeping Management reserves the right to change this position description at any time according to business needs.
The Consumer Loan Servicing Representative I handles a variety of inbound and outbound calls in a prompt and courteous manner by providing outstanding customer service, responding to customers, non-customers, bank personnel, management, and the general public. Other responsibilities include resolving delinquent accounts, negotiating payment arrangements, reviewing accounts for repossession, and skip tracing. This position is a unionized position through the Communication Workers of America. Essential Duties
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 Solicite 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 The position performs duties specific to the position and other functions as assigned. Role Competencies/Skills
Attention to Detail, Collaboration & Communication, Diversity & Inclusion, Execution & Ownership, Time Management, Judgment and Decision Making, Loan Processing, Regulatory Compliance, Risk Management, Credit Management, Data Entry Financial Reporting, Analytical Thinking Environment, Physical & Mental Activities
The incumbent is in a non-confined office-type setting in which they are free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching. The incumbent for this position may operate any or all of the following: personal computer, cellular telephone, printer, fax, and other standard office equipment. The incumbent in this position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions. The work environment characteristics, physical and mental demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position Requirements
Minimum Qualifications Competencies/Skills listed above, as well as: 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 Preferred Qualifications Bilingual in Spanish Solid math skills and bookkeeping Management reserves the right to change this position description at any time according to business needs.