Consumer Loan Servicing Representative I

Beneficial State Bank•Porterville, CA

12h•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Bilingual in Spanish
Solid math skills and bookkeeping

Responsibilities

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
Solicits 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.

Benefits

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