Client Solutions Specialist II or III-Business Banking

Client Solutions Specialist II or III-Business Banking

Requirements

• High school diploma or equivalent education and related training or experience
• One to two years of collections experience
• Consistently exceed production performance of peer group on goals established for Client Solution Specialist I
• Strong understanding of systems and products across Client Default Solutions
• Strong verbal and written communication skills
• Basic computer skills
• Ability to work flexible schedule, including overtime as needed.
• Strong understanding of all regulatory requirements surrounding collections

Responsibilities

• 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.
• 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.
• Disclose all relevant account information to customers accurately, professionally, and in a positive manner.
• 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.
• Work accounts thoroughly according to established procedures (including contact attempts, required letters, etc.)
• Assist less experienced teammates with more difficult collection accounts and client calls.
• 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.
• Execute on the established call scripts documented in training, policies, procedures, and guidelines.
• 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.
• Communicate regularly with the Client Default Leaders pertaining to repossessions, potential loss, inquiries, complaints, and other calls that require special handling.
• Accurately process payments, transactions, and workflows.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Preferred Qualifications

• Bilingual
• Previous lending or call center experience