CONSUMER COLLECTOR HIGH RISK, AGENCY & RECOVERY FIRSTBANK PR

FirstBank PR • San Juan, PR • 2w ago

CONSUMER COLLECTOR

HIGH RISK, AGENCY & RECOVERY

FIRSTBANK PR

Job Summary

The main goal of the Consumer Collector is contributing to the Department's established delinquency goals while maintaining the required levels of productivity and service quality. It will be assigned to work with several bank products to make the necessary attempts to secure payments, reduce non-performing assets and reduce the projected portfolio losses.

Essential Responsibilities

-Prepare mailing efforts to customers to encourage payments in delinquent accounts.

-During the telephone call, interview the customer to determine the reason of the overdue payment, go over in the product repayment terms, and perform the initial assessment to identify if the customer meets the necessary requirement to be referred to the Workout area for a possible forbearance program.

-Document on several computer platforms the results of each telephone call effort.Records information regarding the financial status of the customer and the results of the collection efforts.

-Identify and refer accounts to the Field Collector, Collection Agencies, Attorney's, or the necessary area in an intent to achieve a positive contact.

-Enter, process and complete payments received through Pay by Phone system.

-Make skip trace efforts through all the available systems in an attempt to obtain new customer contact information.

-Complete attempts to recover bank's property, such as autos, when customer fails to meet payment or agreement terms.

Supervisory Responsibilities

This position has no direct supervisory responsibilities.

Independence of Judgment

Employee works under direct supervision with little discretion to vary how tasks are performed or scheduled. The degree of judgment is related to the compilation and/or presentation of information and data processing and/or presentation of possible recommendations.

Impact of Errors

The impact of errors of this position could affect job and departmental activities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. Also is required to drive, stand and walk. May be required to lift and move boxes or packages not exceeding twenty pounds in weight.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Employees on this job work in an office environment with a comfortable room temperature, good lighting, and moderate to quiet noise.

Competencies

The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.

Customer service: Manages difficult or emotional customer situations and responds promptly to customer needs.

Teamwork: Contributes to building a positive team spirit

Ethics: Treats people with respect and upholds organizational values

Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality

Computer literate (Word, Excel)

Good verbal and written communication in the required language

Knowledge of the collection process for consumer products (Example: Auto, Leasing, Personal Loans, Credit Card, and Credit Lines).

Minimum Requirements

Associate Degree and no experience or high school diploma and one to two years of relevant experience.

Bilingual (English & Spanish) preferably but not required.

Working Schedule: Monday to Friday 8:00am-5:00pm

The working schedule could be modified as agreed with the supervisor and the employee, following bank guidelines

Accountable for adhering to the Bank's BSA, AML and Office of Foreign Asset Control (OFCA) applicable policies. Employee must follow specific unit procedures developed in compliance with the policies. Employee is also responsible for reporting any suspicious activity and/or transactions in accordance with the Bank's processes and comply with any mandatory BSA, AML and OFAC training assigned.

EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

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