Debt Specialist III (US)

TD Bank•Jacksonville, FL

1d•$23 - $31

About The Position

Debt Specialist III reduces losses by negotiating and collecting payment on delinquent retail, consumer, residential or auto accounts. Shift Plans ~ Tues-Sat, 10am-7pm (EST) OR PHX, AZ Tues-Sat, 7am-4pm (MST) Depth & Scope Performs multiple and/or diverse tasks that cover a wide range of complexity Requires advanced skills and expertise in a range of products and services, processes, procedures and systems or requires deep skills in a set of focused areas Understands how related teams coordinate their efforts and resources to achieve objectives of a unit Gathers and analyzes data to identify and solve complex problems Uses sound judgment and understanding of process/policy risk when recommending exceptions outside general practices or guidelines Communicates unusual and/or complex content in a clear manner; handle sensitive information Area(s) assigned are of moderate size and complexity and typically involves last efforts to prevent loss Conducts detailed investigative work to find missing borrowers, regularly utilizing skip tracing and other techniques Complies with all pertinent department/bank policies and procedures Elevates issues that may result in foreclosure or repossession when necessary Suggests changes or modifications to policies and procedures to supervisor based on day-to-day observations and activities Serves as entry point for the identification, routing and documentation of all pertinent collection support processes (i.e. modifications, bankruptcy, skip-tracing, etc.)

Requirements

High School Diploma or GED required
2+ Years of related experience
Demonstrated strong phone skills to effectively work with customers
Negotiation experience with demonstrated positive outcomes
Sales skills making regular phone calls, presenting Company in positive way to Customers and tactfully but firmly collecting payments
Knowledge of and ability to explain wide variety of consumer loan products
Writing ability to clearly document calls
PC skills sufficiency

Responsibilities

Supports the Bank's Customer Service Strategy
Contributes to decisions that impact the well-being of TD, its customers and stakeholders
Provides excellent customer service when dealing with internal partners, vendors or our customers
Supports quality service delivery at every interaction
Contributes to the ongoing improvement of the partner/customer experience within the team
Makes outbound calls via an automated dialer or takes inbound customer phone calls to negotiate payment arrangements
Collects payments on early delinquent accounts, obtaining commitments from customers late on loan payments according to established procedures
Coordinates with attorneys, realtors, credit counselors, servicing representatives, and internal Company personnel to facilitate collection activities
Documents calls, attempted calls and other account-related activities to customers and third parties thoroughly on computer system to maintain current account status.
Schedules accounts for follow-up
Researches customer accounts to resolve payment disputes
Communicates with other departments as necessary to obtain and verify information
Follows up with customers to ensure matters are resolved and payment terms are agreed upon
Orders and sends letters and other correspondence to make initial contact or follow up with delinquent customers
Determines reasons for customer delinquencies and uses standard methods and procedures to secure payment
Evaluates customer's capacity to handle the debt
Identifies reasons why customers can or cannot pay
Assists customers in processing insurance claims and requests for contractual rebates
Reviews accounts for adherence to department policies as well as state and federal laws and regulations
Completes necessary account documentation, involving inside and outside personnel as needed, and may recommend accounts to be reviewed for foreclosure, repossession, charge off, and or litigation
Works with customers or agents of customers to resolve delinquency and avoid default or adverse action
Participates in activities to help promote growth and development of the community and help create a positive image for TD
Supports cost savings opportunities
Successfully completes all required job specific, compliance-related training, as well as understand, utilize and follow compliance/risk and control programs
Complies with internal / external audit and regulatory requirements
Contributes to prompt and comprehensive response to all external audit, regulatory and compliance requests and findings, and maintains appropriate records of action plans
Reminds borrowers of financial obligations and explains implications of debt nonpayment
Takes action as appropriate to mitigate the banks exposure as well as complying with all pertinent department/bank policies and procedures
May initiate loss mitigation activities after approval of foreclosure.
May coordinate auctions and other collection and recovery activities to secure maximum payback for Company owned property
May recommend negotiated settlements to maximize recovery and minimize losses.
Assist in developing and executing bidding strategies
May process and collect insurance claims and refundable contract premiums including primary insurance, Gap insurance, service contracts, and other source of revenue available on assigned accounts
Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience
Participates fully as a member of the team and contribute to a positive work environment
Communicates with the team on the status / progress of projects and issues / points of interest
Actively shares information and knowledge and proactively learn from the expertise of others
Prioritizes and completes own workload in order to deliver quality results, meet timelines as assigned, and deliver Legendary Customer Service
Contributes to opportunities to enhance productivity, effectiveness and operational efficiency of the business unit, vendor, and/or team

Benefits

TD is committed to providing fair and equitable compensation opportunities to all colleagues.
Growth opportunities and skill development are defining features of the colleague experience at TD.
Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role.
Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.
Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

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