Recovery II, Senior Specialist, Collections Operations

Job Description

POSITION SUMMARY -

The Recovery II, Senior Specialist, Collections Operations provides daily support to the Collection Department including, but not limited to: distribution of internal mail, processing logging and tracking of payments received internally submission, and processing of requests for research documentation to be delivered internally or externally. Performs data entry and maintenance on department spreadsheets and Databases.

RESPONSIBILITY STATEMENTS -

• Achieves operational service level agreements including individual and departmental delinquency, loss, and productivity targets
• Assess customer's financial situation for possible referral for loss mitigation
• Initiates and prepares files for repossession, charge-off, NOD, and skip trace
• Manages components of the repossession process
• Negotiates with members and non-member representatives to secure modified payment arrangements or settlements for past due or high-risk accounts
• Understands and adheres to the Fair Debt Collection Practice Act, Collection Laws, and Fair Credit Reporting Act
• Completes a 2^nd check on the following spreadsheets:
  • Credit Bureau Updates – must ensure charge off dates listed on the spreadsheet are correct & if not must confirm with asset & recovery prior to sending to the appropriate department
  • Interest/Fee waiver: must ensure all payments were applied correctly to principal balance prior to sending a spreadsheet to have fees/interest waived on accounts where principal balance was paid in full
  • Cease statements spreadsheet: must ensure there is not already a block 61 on the account prior to sending it down to the appropriate department
  • Lien release spreadsheet: must be sent to asset & recovery to confirm ok to release lien prior to sending down to the appropriate department
  • Repayment plan tracker – sent to asset & recovery once a week
  • Short sale tracker – has to review to ensure no short sales have reached 30 days without being reviewed and then signs off & saves a copy out into the folder daily (this is a RECO control) that has to be done daily

Other Job Duties -

• Uses various collection systems to update customers' accounts and to send correspondence
• Works with members to understand reasons for delinquency and identifies repayment terms that provide relief to the member while mitigating the risk of loss to the organization

EDUCATION - Bachelor's Degree; in Business, Accounting or equivalent field, or equivalent work experience

WORK EXPERIENCE -

• 3-5 years; Experience as a skilled negotiator in debt settlement and skip tracing
• 3-5 years; Experience in collections and/or customer service activities

SKILLS AND ABILITIES

• Ability to demonstrate a professional phone manner and the ability to work independently
• Ability to work in a restrictive environment requiring extended periods of time at a fixed work position
• Excellent verbal and written communication skills
• Knowledge of collections lifecycle for all consumer loan and depository products including, but not limited to: credit cards, auto, student, and personal loans
• Knowledge of creditor obligations such as UDAAP, FDCPA, FCRA, CFPB, TCPA, and UCC
• Knowledge of loss mitigation technologies, products, strategies, and tactics
• Proficient in Microsoft Word, Excel, Outlook, and the Internet Explorer
• Proven ability to work independently and in a team environment

PHYSICAL DEMANDS - Minimal physical effort such as sitting, standing, and walking

COMPETENCIES -

• Adapts quickly to change and makes suggestions for increasing the effectiveness of change
• Appropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing for work demands
• Addresses customers' requests, ensures concerns are recorded accurately and action is initiated appropriately
• Makes extra effort to satisfy customers needs and meet commitments
• Assesses problem situations and initiates effective interventions that result in customer satisfaction
• Takes time to develop and maintain relationships with customers
• Communicates the importance and benefits of risk management to counterparts
• Displays natural skepticism and curiosity to question the status quo and uncover issues
• Adheres to a good root cause analysis process
• Executes risk management processes and procedures without management direction, and demonstrates awareness of expected results
• Knows the relationship and impact of actions and results
• Understands regulations impacting area supported
• Organizes and prioritizes workload and tasks for oneself and team members
• Actively plans ahead for routine and cyclical work
• Sees through complexity and detail to get to the critical issues at hand
• Takes into account the wider context within which problems exist
• Understands rationale for change and adjusts schedules and tasks to make things work
• Anticipates and plans for changes in work schedules and assignments

t Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply

Primary Location: Reading, Pennsylvania, United States

Other Locations: Pennsylvania-Reading

Organization: Santander Bank, N.A.