Loan Counselor

GRAND PACIFIC RESORTS INC•Tucson, AZ

1d•Onsite

About The Position

This position is primarily responsible for contacting delinquent loan borrowers in selected/assigned accounts for Clients via phone, email, or letters to obtain check or credit card payments. The role involves maintaining accurate comments and statuses in the NLS database and individual reporting for assigned accounts. It also requires direct collaboration with Clients for account inquiries, resolutions, new procedures, and training, as well as developing and updating AFC policies and procedures for Clients.

Requirements

Excellent phone and communication skills
Motivated self-starter
Knowledge of Fair Debt Collection Practices Act/Rosenthal Act
Excellent attention to account level details
Proficient in Word, Excel computer skills
Highly organized
High School graduate or equivalent required
Minimum 1 year experience in collections or outbound call related duties
Must be able to work 2 nights per week and 2 Saturdays per month
Maintain a neat, clean and well-groomed appearance

Nice To Haves

At least 2 year college (associate) degree preferred
4 year college degree preferred
ACA Professional Collection Specialist (PCS)

Responsibilities

Contact borrowers by phone, email or letters
Maintain a minimum of 100 calls per day, 15% contact rate and 40% payment to contact rate
Prepare and send delinquent and no response email and letters to 30, 60 and 90 day past due borrowers
Properly and accurately comment account in NLS system
Prepare and submit accurate individual reporting to Collections Manager
Update account in NLS system with new customer contact information
Prepare and accurately complete ACH Tel payments in system
Prepare and accurately submit both recurring and one-time credit card payments
Discuss delinquent accounts, trends and procedures with White Label Clients
Participate in weekly conference calls with White Label Clients
Handle account inquiries and resolutions for White Label Clients
Maintain communication with other departments within AFC
Provide communication and correspondence to the appropriate AFC Division as it relates to account management and payment processing
Provide feedback to management with respect to first payment defaults and dissatisfied clients
Provide trend reports based upon research of delinquent loan accounts
Keep Collections Manager informed of all progress and challenges
Perform Research Projects
Assimilate into the Advanced Financial Company Commitment to Excellence culture through understanding, supporting and participating in all elements of Commitment to Excellence
Demonstrate working knowledge of the service standards
Maintain regular attendance in conformance with the standards established by Advanced Financial Company