Special Servicing Specialist

Bank OZK•Bremen, GA

12d

About The Position

The Special Servicing Specialist contacts past-due customers to bring outstanding account or loan obligations current. The role involves communicating with borrowers, documenting collection activity, locating customers or assets, and using appropriate collection methods when initial payment attempts are unsuccessful. The specialist is expected to maintain tactful, professional customer relationships while representing the Bank positively and complying with collection laws and Bank procedures.

Requirements

High school diploma or equivalent.
At least 6 months of customer service experience.
At least 1 year of experience with computer skills, including Microsoft Word and Excel.
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 verbal and written communication skills.
Ability to multitask and adapt to change.
Ability to work under general supervision and in a team environment.
Ability to work under pressure and meet exacting deadlines.
Ability to maintain confidentiality of customer and Bank records and information.
Ability to respond to requests and demands professionally and promptly.
Ability to demonstrate empathetic listening and diffuse customer dissatisfaction.
Skill in using computers and Microsoft Office, including Word, Excel, and Outlook.
Ability to operate customary business equipment and technology, with or without accommodation.

Nice To Haves

Prior collection experience or experience working in a call center.

Responsibilities

Contact borrowers by telephone, letters, and other means to obtain payment.
Document collection actions, including calls, alternative financial arrangements, and mailed letters, in the system of record.
Follow the call script established by leadership and use respectful, urgent conversations to secure payment.
Locate customers with whom the Bank has lost contact using skiptracing methods.
Use tactful and resourceful probing methods to locate customers and/or assets.
Use effective communication and persuasion to present a positive Bank image in difficult situations.
Use applicable contractual collection methods when initial attempts do not secure required payments.
Maintain positive customer relations while discussing sensitive financial circumstances tactfully.
Follow Standard Operating Procedures and applicable federal, state, and municipal collections laws, including the Fair Debt Collections Practices Act (FDCPA).
Make a minimum of 15 calls per hour.
Maintain punctuality and attendance.
Follow Bank policies, procedures, and guidelines.