Associate, Delinquency Management (Internal Collections)

Oriental; Bayamón (PR); On-site; USD 38,000 - 52,000; Full time

Job summary

Oriental Bank in Bayamón, PR seeks Associate, Delinquency Management (Internal Collections) to manage auto loans, personal loans, credit cards and overdrafts. You will contact clients by phone to recover payments and maintain accurate records in our systems.

The role requires strong communication, analytical skills and knowledge of collection regulations, with a focus on discretion and customer service while meeting internal targets.

Qualifications

• Associate’s degree in business, finance, accounting, or related field.
• Two years of experience in money collection or related roles.
• Knowledge of federal and state regulations governing auto loans.
• Strong communication and writing skills.
• Able to handle difficult situations with discretion.
• Experience with payment collection and reconciliation.

Responsibilities

• Determine factors affecting debtors’ ability to pay and offer alternatives.
• Receive payments and issue receipts in the bank's payment system.
• Document collections activity in the internal system.
• Maintain client information and update residency/work/telephone details.
• Develop daily production reports.
• Escalate unresolved cases with supervisor and define next steps.
• Record client interactions and payment outcomes in the tool.
• Identify problems affecting payments and collections.
• Coordinate with third parties when involved.
• Perform other duties as assigned.

Skills

Communication skills

Writing skills

Analytical thinking

Problem solving

Education

Associate’s Degree in Business Administration, Finance, Accounting

Tools

Collections information system

Job description

The Associate, Delinquency Management (Internal Collections) is responsible for the collection management of auto loans, personal loans, credit cards and overdrafts. Achieving this payment collection by contacting the client telephonically. Position works on-site in Bayamon, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Determine which factors are affecting the debtor’s responsibility to keep the account up-to-date; offering counsel about all the alternatives the institution offers in order to regularize his or her debt.
• Receives the clients 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.
• Transcribes all of the payment collections performed in the collection information system.
• Prepares maintenance documents in order to update the client’s information on the system. Such as the residency address, work address and/or telephone changes.
• Develops daily production report.
• Offers his or her direct supervisor recommendations, in relation to accounts that were adjusted based on the clients economic conditions and the unit’s risk.
• Discusses with his or her supervisor the cases that have not been resolved in order to determine the best course of action.
• Document in the 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 the adjuster’s handling result, for those collection adjuster’s in training whom do not have access and/or any collection adjuster who has a medical restriction that prohibits the programs 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.

MINIMUM REQUIREMENTS:

• Associate’s Degree in Business Administration, Finance, Accounting or any other related area from a qualified institution required.
• Two (2) years experience in jobs related to money collection highly desirable.
• 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.
• Knowledge of Federal and State Regulations, Procedures and Policies that regulate auto loans.
• Effective technical and practical knowledge regarding payment collections.
• Procedural and policy knowledge regarding the auto loan’s overdue payments collection.
• Excellent presentation, communication and writing skills.
• Able to understand and follow written and verbal instructions.
• Ability to act and handle difficult situations.
• Treats delicate situations respectfully and discreetly.
• Solves mathematical calculations swiftly and accurately.
• Manages and operates the Collections Information System, calculators, and other office equipment.
• Capable of exerting analysis, problem resolutions, detail-oriented and execute various task simultaneously, while maintaining the quality standards.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)