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. Essential duties include performing as a team member in allocating and coordinating the workflow, answering co-worker questions, collecting customer payments in accordance to their due dates and assisting with payment due date changes, familiarizing with Beneficial Bank Policies, promoting the Bank's products and services and consistently cross-selling products in every opportunity, making every effort to resolve customer problems, soliciting for new loans, reviewing open accounts for collection, repossession, and identifying source of attributions to account delinquency, working with peers and Management to minimize delinquency, charge-off, and maintaining quantity without sacrificing quality, reviewing and monitoring any assigned accounts and collection reports, identifying opportunities for account recourse and skip trace to locate customer, maintaining knowledge and understanding of FDCPA and Truth and Lending and all TRC training, generating outbound calls with delinquent borrowers who are considered high-risk or with associated third parties, using payment strategies to resolve customer delinquency, recording information about financial status of customers and collection efforts, working on assigned welcome list, requesting field visits and removing alerts when appropriate, submitting repossession assignment and assisting with cancellation of repossession as needed, providing timely follow-up on payment arrangement, reviewing accounts for legal, reviewing emails, reviewing accounts for due date changes, skip a pay, PICL and other programs offered by the bank, ensuring 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 Compensation
The posted pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role but may include ranges from the different geographies where this position may be based. New employees' starting pay is usually from the start of the range to approximately 25% of the max, more qualified and/or experienced employees may start near the middle of the range for their geography. We may ultimately pay more or less than this range. Compensation for our organization is based on factors that include the role, required knowledge, skills, abilities and competencies, and candidates' relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. Our pay ranges are based on national living wage indexes, such as MIT's living wage index, to enable us to pay our employees beyond what are standard practices for many employers, and also take into account geographically-specific recent compensation market survey data for each position. Benefits
Beneficial State Bank's benefits include a comprehensive package designed to support you and your eligible dependents. We focus on the holistic health of our team members and promote work-life balance. Our benefit package includes: 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 You are welcome here at Beneficial State Bank. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, national origin, gender identity, disability or veteran status.
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. Essential duties include performing as a team member in allocating and coordinating the workflow, answering co-worker questions, collecting customer payments in accordance to their due dates and assisting with payment due date changes, familiarizing with Beneficial Bank Policies, promoting the Bank's products and services and consistently cross-selling products in every opportunity, making every effort to resolve customer problems, soliciting for new loans, reviewing open accounts for collection, repossession, and identifying source of attributions to account delinquency, working with peers and Management to minimize delinquency, charge-off, and maintaining quantity without sacrificing quality, reviewing and monitoring any assigned accounts and collection reports, identifying opportunities for account recourse and skip trace to locate customer, maintaining knowledge and understanding of FDCPA and Truth and Lending and all TRC training, generating outbound calls with delinquent borrowers who are considered high-risk or with associated third parties, using payment strategies to resolve customer delinquency, recording information about financial status of customers and collection efforts, working on assigned welcome list, requesting field visits and removing alerts when appropriate, submitting repossession assignment and assisting with cancellation of repossession as needed, providing timely follow-up on payment arrangement, reviewing accounts for legal, reviewing emails, reviewing accounts for due date changes, skip a pay, PICL and other programs offered by the bank, ensuring 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 Compensation
The posted pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role but may include ranges from the different geographies where this position may be based. New employees' starting pay is usually from the start of the range to approximately 25% of the max, more qualified and/or experienced employees may start near the middle of the range for their geography. We may ultimately pay more or less than this range. Compensation for our organization is based on factors that include the role, required knowledge, skills, abilities and competencies, and candidates' relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. Our pay ranges are based on national living wage indexes, such as MIT's living wage index, to enable us to pay our employees beyond what are standard practices for many employers, and also take into account geographically-specific recent compensation market survey data for each position. Benefits
Beneficial State Bank's benefits include a comprehensive package designed to support you and your eligible dependents. We focus on the holistic health of our team members and promote work-life balance. Our benefit package includes: 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 You are welcome here at Beneficial State Bank. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, national origin, gender identity, disability or veteran status.