Associate, Customer Intelligence & Operations (Internal Collections)
Full Time
Bayamón, PR
Posted
Job description
Job Description Summary
The Associate, Customer Intelligence and Operations is responsible for the collection management of auto loans, personal loans, credit cards & mortgage, as assigned by the unit supervisor. The achievement of payment collections is made by contacting the client telephonically. Position will be working onsite, based in Minillas Building, Bayamon, Puerto Rico.
The Associate, Customer Intelligence and Operations is responsible for the collection management of auto loans, personal loans, credit cards & mortgage, as assigned by the unit supervisor. The achievement of payment collections is made by contacting the client telephonically. Position will be working onsite, based in Minillas Building, Bayamon, Puerto Rico.
Job Description
MAJOR DUTIES & RESPONSIBILITIES:
- Determine which factors are affecting the debtor’s responsibility to keep his or hers account upto-date; offering counsel about all the alternative the institution offers in order to regularize his or her debt.
- Receive the client’s credit or cash payments, prepares their receipts and processes the payment’s, on the day same day it is received, in Oriental Bank’s internet payment system.
- Transcribe all the payment collections performed in the collection information system.
- Prepare maintenance documents in order to update the client’s information on the system. Such as the residency address, work address and/or telephone changes.
- Develop daily production report.
- Offer his or her direct supervisor recommendations, in relation to accounts that were adjusted based on the clients’ economic conditions and the unit’s risk.
- Discusse with his or her supervisor the cases that have not been resolved to determine the best course of action.
- Document in the PDA (internal collection adjuster work tool) everything related to his or her client interaction. Detailing the interaction with the client, the obtained result of the client’s approach, payments received, etc. Will also document in PDA the adjuster’s handling result, for those collection adjuster’s in training whom do not have access to PDA and/or any collection adjuster who has a medical restriction that prohibits PDA use.
- Identify the problems that affect the payment handling and collection, such as missing clients, units ceded to a third party or broker, etc.
- When there is a third party involved, collect all of the necessary information
- Other duties may be assigned.
EDUCATION AND EXPERIENCE:
- Bachelor's or Associate Degree in Business Administration or related field required.
- One (1) year of experience in servicing, banking, or collection required.
- 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.
- Proficiency in MS Office (Word, Excel, PowerPoint) required.
- Thorough analytical & problem-solving skills.
- Good problem solving and decision-making skills.
- Exceptional customer service skills.
- Fully bilingual – English and Spanish (verbal and written) required.
Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)
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