Client Solutions Specialist II

Job Title

Collect delinquent accounts according to the agreed upon collection strategies while adhering to all collection policies, procedures, and guidelines. Provide exceptional client service to all customers by being transparent, positive, and treating customers the way we want to be treated.

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. Achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.

2. Provide clients cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay and accordance with all policies, procedures, guidelines, and training.

3. Disclose all relevant account information to customers accurately, professionally, and in a positive manner.

4. Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.

5. Work accounts thoroughly according to established procedures (including contact attempts, required letters, etc.)

6. Assist less experienced teammates with more difficult collection accounts and client calls.

7. Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.

8. Execute on the established call scripts documented in training, policies, procedures, and guidelines.

9. Achieve acceptable call monitoring scores in each call category. Provide clients with cure plans options as well loan modifications when appropriate according to policy procedure, and guidelines.

10. Communicate regularly with the Client Default Leaders pertaining to repossessions, potential loss, inquires, complaints, and other calls that require special handling.

11. Accurately process payments, transactions, and workflows.

12. Complete all required Computer Based Training (CBT) courses accurately and timely.

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 education and related training or experience

2. One to two years of collections experience

3. Consistently exceed production performance of peer group on goals established for Client Solution Specialist I

4. Strong understanding of systems and products across Client Default Solutions

5. Strong verbal and written communication skills

6. Basic computer skills

7. Ability to work flexible schedule, including overtime as needed.

8. Strong understanding of all regulatory requirements surrounding collections

Preferred Qualifications: 1. Bilingual 2. Previous lending or call center experience