Collections Specialist III

Summary: 

The Consumer Banking Collections Specialist II engages with clients in a professional manner to help them manage all consumer products within the DFC portfolios.  The Consumer Banking Collections Specialist II will communicate directly with clients and internal associates in this process. 

Principal Accountabilities: 

• Partner with Consumer Underwriting, Loan Operations, and Consumer Banking in supporting the portfolio quality of the Mortgage Real Estate, the HELOC, and the Held-for-Sale portfolios.
• Support the proper lettering and reporting of the Mortgage Real Estate, the HELOC, and the Held-for-Sale portfolios including lifecycle and delinquent cycle notifications.
• Monitor and report on any changes to value or changes to term related to the Real Estate and HELOC portfolios.
• As needed, prepare transition paperwork for the Special Asset Group for any portfolio accounts that are nearing loss cycling.
• Consistently, efficiently, and lawfully contact clients via outbound / inbound phone calls and other means of approved communication methods and collect on and manage assigned delinquent accounts.
• Professionally and respectfully persuade clients to set up payment arrangements and bring accounts current to resolve the delinquency and improve upon the credit history reporting for the clients.
• Ensure the information we depend on to contact and collect from these clients is accurately maintained.
• Support additional client service requests.
• Handling high volume of client phone calls, inbound or outbound, and negotiating payment in full or payment arrangements.
• Employ bank protocol to handle each call in a manner that meets or exceeds the bank’s call quality and compliant expectations.
• Update Contact Information.  While speaking with the clients you will work to identify additional contact information.
• Support real estate, mortgage, and HELOC clients with proper lettering during the lifecycle of the notes.
• Remain compliant with our policies, processes, and legal guidelines.
• Utilize various means of skip tracing to locate customers, where necessary.
• Adhere to FDCPA and state and federal laws and regulations.
• Maintains client information in complete confidence.
• Completes other specified duties as assigned. 

Skills

• Ability to read, write, and speak English fluently.
• Strong written, verbal, active listening, and telephone communication skills.
• Ability to communicate effectively and professionally.
• Ability to work effectively in a team environment.
• Strong attention to detail.
• Ability to plan, organize, prioritize, and manage multiple tasks.
• Basic math skills, including addition, subtraction, multiplication, division, and percentages.
• Basic computer skills and ability to use standard office equipment, including a keyboard and calculator.
• Basic technical and telephone skills.
• Ability to use the internet and email for business purposes.
• Ability to interpret and apply established policies and procedures when making decisions.
• Proficient in Microsoft Office Suite and Copilot. 

Education & Experience

• High school diploma or equivalent required.
• Minimum of 3 years of client service experience required.
• Familiarity with or experience working with the U.S. Military preferred.

Physical Requirements

The work environment is typical of a standard office or retail banking setting.  The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment.  Reaching may be required involving the ability to move arms in any direction.  Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad.  The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. 

Benefits  

Full‐time associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holidays 

This position will remain open until a qualified applicant is hired.