The Associate, Customer Intelligence & Operations (External Collections) is responsible for the collection management of clients' whose mortgage, auto loans, personal loans and credit cards, are in 60 days past due, as assigned by the unit supervisor. Achieving this payment collection by personally contacting the client in their residence and/or work area and performing unit inspection. This position works hybrid out of Bayamon, PR. Availability to travel is required.
MAIN DUTIES & RESPONSIBILITIES:
Visit the clients whose balance accounts reflect 40 days or more days delay in order to perform the payment collection.
Determine which factors are affecting the debtor's responsibility to keep his or hers account up-to-date; offering counsel about all the alternative the institution offers in order to regularize his or her debt.
Receives the clients' credit or cash payments, prepares their receipts and processes the payment's, the same day it is received, in any of the Retail Banking branches or in the Collections Department. If unable of processing the collected payment on the same day it is received, the incumbent must process the payment on the next business day.
When visiting the client, must perform a unit inspection, if applicable.
Performed all the collections efforts on the PDA, Personnel Digital Assistant, and this information is upload to the Collection System, Akcelerant by the daily running reports.
Prepares maintenance documents in order to update the client's information on the system. Such as: residency address, work address and/or telephone changes.
Develops daily production report.
Offers his or her direct supervisor recommendations, in relation to accounts that were adjusted based on the clients economic conditions and the unit's risk.
Discusses with his or her supervisor the cases that have not been resolved in order to determine the best course of action.
Document in the PDA (external collection adjuster work tool) everything related to his or her client visits. Detail results of the collection management, payments received, etc.
Identify the problems that affect the payment handling and collection.
When there is a third party involved, collect all of the necessary information.
MINIMUM REQUIREMENTS:
Associate's Degree in Business Administration, Finance, Accounting or any other related area from a qualified institution.
Two (2) years experience in jobs related to money collection, preferable experience in Mortgage, Auto, Personal loan, Credit card and credit line collection.
Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
Willing to travel throughout Puerto Rico and USVI.
Knowledge of Federal and State Regulations, Procedures and Policies that regulate auto loans.
Effective technical and practical knowledge regarding payment collections.
Procedural and policy knowledge regarding the auto loan's overdue payments collection.
Excellent presentation, communication and writing skills.
Able to understand and follow written and verbal instructions.
Ability to act and handle difficult situations.
Treats delicate situations respectfully and discreetly.
Solves mathematical calculations swiftly and accurately.
Manages and operates the Collections Information System, calculators, and other office equipment.
Capable of exerting analysis, problem resolutions, detail-oriented and execute various task simultaneously, while maintaining the quality standards.
Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)
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