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Collections Specialist

Company: Seacoast National Bank
Location: Winter Park
Posted on: November 22, 2021

Job Description:

Since opening our doors in 1926, Seacoast Bank has embraced a visionary approach to the future while remaining true to our local roots and family values. Based in Stuart, we are one of the largest publicly traded banks headquartered in Florida. We believe that our greatest assets will always be our people - local bankers who are knowledgeable about the communities we serve and dedicated to providing an exceptional customer experience. We offer exciting and challenging opportunities in an environment that supports diversity, enabling associates across the organization a greater sense of empowerment to create change for the better. This is evident in our American Banker "2020 Best Banks to Work For" and "Best Places to Work for LGBT Equality" by the Human Rights Campaign designations. JOB SUMMARY: The Adjuster position is responsible for servicing defaulted loans from initial delinquency up to charge-off/recovery while adhering to Bank policies and procedures as well as all regulatory requirements. Loan products serviced include installment, revolving, consumer auto, boat, and residential mortgage loans. Adjusters are expected to deliver a high level of customer service to achieve target customer satisfaction survey results. This would include require excellent communication skills and service through telephone contact as well as through electronic and written correspondence. Resolve customer concerns and mitigate delinquency using effective and professional collection and customer service techniques. Identify reasons for delinquency and demonstrate effective negotiation skills to collect payments, establish promise to pays, and make referrals for hardship assistance, when applicable, based upon unique borrower situations. Maintain acceptable performance standards as set by the Collections Department. Scope of work includes some servicing of current accounts, as required by departmental and Company policy. QUALIFICATIONS: * High School Diploma. * 3-5 years of collections or comparable customer service experience preferred * Ability to write clear and effective correspondence to customers, including demand letters and emails. * Ability to speak professionally to individuals over the telephone and via video conferencing while influencing results, responding to inquiries, and providing excellent internal and external customer experience. * Proficient utilization of core bank operating systems, MS Word, MS Excel software, or other technical applications and systems at an intermediate level, as needed. * General banking or finance knowledge as well as working knowledge of loan products including installment, revolving and residential mortgage. * General debt collection knowledge that includes applicable regulatory requirements such as the Fair Debt Collection Practices Act (FDCPA). * Ability to productively work, deliver results, and promote positive team culture in a remote working environment. * Strong analytical and problem solving skills ESSENTIAL JOB FUNCTIONS: * Works well in a remote working team environment while accomplishing individual and team goals. * Manage daily portfolio of delinquent account calling queues which include maintaining making notes on customer responses, promises to pay, as well as following up on customer calls. * Maintain adequate collection notes and account documentation within our loan servicing systems that accurately reflect activity and action taken on loan accounts. * Effectively manage and de-escalate difficult customer interactions. * Maintain professionalism throughout the collections process, including when establishing borrower contact through inbound and outbound calls, emails, or other methods of communication. * Review, investigate, research, problem solve, and respond to customer account history disputes and inquiries, whether over the telephone or in written response format, as well as escalate to Collections Manager as required. * Demonstrate sound decision making ability when servicing delinquent loan accounts and interacting with borrowers. * Maintain good communication with the Collections Manager to escalate situations adversely affecting delinquent account collection and customer complaints. * Ability to cross-train and effectively multi-task while fulfilling core responsibilities and supporting team efforts. * Meet or exceed performance goals, metrics, and expectations in a remote team environment. * Participate in and provide feedback on periodic performance conversations. * Monitor and measure personal performance to gauge personal effectiveness through the month, and deliver upon established performance expectations. * Adhere to the highest legal and ethical standards applicable to our industry while observing both the spirit and letter of all applicable government regulations and laws and Bank policies and procedures. * Build solid relationships and effectively communicate with other internal departments such as retail lending, branch banking, loan operations and other Bank employees to ensure timely resolution of defaulted and maturing loans. * Conduct skip tracing to identify and update borrower location and contact information. * Prepare, proof-read and verify accuracy of written correspondence to borrowers in default including but not limited to default, demand, pre-acceleration and acceleration letters * Prepare forms and reports to the Collection Manager such as charge-off forms. * Coordinate 3rd party field visits to the collateral properties of delinquent accounts in accordance with Bank policy and procedure. * Consent to being recorded on inbound and outbound calls in the course of fulfilling the responsibilities of the role. * Additional responsibilities as assigned by the Collections Manager and Bank leadership team.

Keywords: Seacoast National Bank, Orlando , Collections Specialist, Accounting, Auditing , Winter Park, Florida

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