Associate, Customer Intelligence & Operations (Collections Contact Center)

• Manages the delinquent accounts and offers payment alternatives by phone calls.
• Manages all Outbound, Inbound Collection, and Payment Authorization calls to provide the Bank with optimal delinquency ratios and loan loss levels by acting promptly to identify the risk associated with all the calls received; enabling prompt action to minimize loss and secure the Bank’s positions.
• Provides customer service and support in adherence to existing policies and procedures.
• Determine which factors are affecting the debtor’s responsibility to keep his or her account up to date; offering counsel about all the alternatives the institution offers to regularize his or her debt.
• Conducts timely orientation and effective collection follow-up/activity by telephone on past due accounts. Receive calls from all the branches for payment authorization of delinquent loans.
• Ensures correct coding of the loans as well as effective documentation in the system (Horizon/Infinity). Prepares maintenance documents to update the client’s information on the system.
• Transcribes all the payment collections performed in the collection information system. Ensures that the Payment Processing is completed successfully to prevent errors involving losses for the institution and/or our customers.
• Completes the Production File with the adequate information and calls results and collaborates with any other tasks assigned to keep statistical data for activities conducted within the department.
• Completes Relationship Management ticket requests for accounts' maintenance.
• Acquires and maintains a sound knowledge of mortgage products and services, of operating procedures and systems relating to the effective operation of a Mortgage Servicing Unit and responds appropriately to customer requirements.
• Actively promotes and seeks client authorization for different payment alternatives, such as pay by phone, ACH direct debit, and Web Payment.
• Take full responsibility for all inquiries/concerns/complaints directed to him/her by resolving those matters within his/her discretion to the customer’s satisfaction or by referring the customer to the appropriate source.
• Other duties may be assigned.

• Associate degree in Business Administration, Finance, Accounting, or any other related field from a qualified institution required.
• One (1) year of experience in collections, call center, customer service, or related position required. The banking industry and/or mortgage experience are preferred.
• Minimum education and experience required can be substituted with the equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
• Fluency in English and Spanish required, both written and verbal.
• Working knowledge of lending regulations and guidelines is preferred.
• Excellent presentation, communication, and writing skills.
• Ability to manage complex & difficult conversations in a service-oriented manner is required.
• Negotiation skills are highly desirable.
• Proficiency in computer software and applications required, including MS Office.
• Capable of exerting analysis, problem resolutions, detail-oriented, and executing various tasks simultaneously, while maintaining quality standards.
• Availability to work in various shifts and days required. Flexibility to work overtime and/or irregular schedules that may include weekends is highly desirable.

Oriental Bank