Special Servicing Specialist

Bank OZK • Bremen, GA

13d • Onsite

About The Position

Calling on past due customers to bring outstanding account or loan obligation current.

Requirements

• Working knowledge of federal, state and municipal collection laws.
• Knowledge of general banking principles.
• Strong internal and external customer service skills.
• Good analytical and problem solving skills.
• Excellent communication skills both verbal and written.
• Ability to multi-task and adapt to change.
• Ability to work under general supervision.
• Ability to work well with others in a team environment.
• Ability to work well under pressure and with exacting deadlines.
• Ability to maintain confidentiality of all customer and bank records and information at all times.
• Ability to respond to requests and demands professionally and promptly.
• Ability to demonstrate empathetic listening skills.
• Ability to diffuse customer dissatisfaction.
• Skill in using computer and Microsoft Office, including Word, Excel, and Outlook.
• High school diploma or equivalent.
• Minimum 6 months customer service experience, required.
• Minimum 1 year experience with computer skills including Microsoft Word and Excel, required.

Nice To Haves

• Prior collection experience or working in a call center, preferred.

Responsibilities

• Communicate with borrowers to obtain payment, using various means of contact such a telephone and letters.
• Document all collection actions taken, such as telephone conversations, alternative financial arrangements, letters mailed, etc., within the system of record.
• Adhere to a regimented talk-off call script outlined by leadership, utilizing urgency and respectful conversation to bring the customer’s past due account current by receiving a payment.
• Locate customers with whom the Bank has lost contact using various skiptracing methods.
• Utilize tactful and resourceful probing methods that will lead to the location of the customer and/or asset.
• Utilize effective communication skills and various forms of persuasion to present a positive Bank image in an already negative situation.
• Utilize methods of collection under terms of the contract, depending on the feasibility and applicability of each case if initial collection attempts do not secure required payments.
• Maintain positive relations with all customers, discussing sensitive personal financial circumstances in a frank, yet tactful manner, maintaining the Bank’s image.
• Adhere to the Standard Operating Procedures and follow all federal, state and municipal collections laws, to include the Fair Debt Collections Practices Act (FDCPA).
• Make a minimum of 15 calls per hour.
• Maintain good punctuality and attendance at work.
• Follow Bank policy, procedures, and guidelines.

Benefits

• generous PTO
• 401(k) matching
• health, dental, vision (and pet!) insurance
• special perks and discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED