Default Production Specialist II

Job Title

Responsible for accurately and efficiently completing or supporting various routine Consumer Default processes within a team environment to help reduce risk and losses to the Bank normally associated with collection, loss mitigation, repossession, or remarketing functions. Performs key workflow tasks that are time sensitive with various regulation and department policy requirements. Supports more complex processes with high quality and may serve as a SME on core processes.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Responsible for monetary or non-monetary transactions, processing, imaging documents / mail.

2. Provide excellent customer service to all internal business partners and external clients by way of inbound/outbound calling and/or written correspondence following a positive client experience model.

3. Complete and maintain with accuracy any documentation for any required logs, system notes, dual control tasks, inventory and forms (operational and legal).

4. Maintain an understanding of various cross-trained functions to support teammates and any work overflow for seamless execution and business continuity.

5. Ensure clear and effective communication with leadership and external partners, as applicable, on topics such as inventory, meeting deadlines, reporting and escalating potential production or quality issues and recommendations on improvements.

6. Meet/exceed established individual and departmental production and quality metrics in accordance with established policies and procedures and ensure proper Federal, State, and regulatory requirements are met.

7. Process daily workflow queues to ensure all assigned tasks are completed within established timelines and service level agreements. Identify complex issues or gaps and work with management on resolution.

8. Performs quality checks/inspections for accuracy and assists with new hire training.

Qualifications

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High school diploma or equivalent

2. 2+ years financial services or customer related experience

3. Basic computer applications, such as Windows Operating System and Microsoft Office software products and data entry skills for efficiency

4. Strong verbal and written communication skills

5. Ability to work in an area governed by production standards and work under pressure to meet critical deadlines

6. Strong problem identification and resolution skills on complex issues

Preferred Qualifications:

1. General working knowledge of the various workflow phases of Consumer Default

2. 2 years' experience and knowledge in assigned area