CONSUMER COLLECTOR - COLLECTION CALL CENTER - FIRSTBANK PR

FirstBank Florida; San Juan (PR); On-site; USD 24,000 - 36,000; Full time

Job summary

FirstBank PR is seeking a Consumer Collector for its Collection Call Center. The role focuses on contacting customers with delinquent accounts and securing payment or loss mitigation options, in English and Spanish.

The position requires an Associate Degree (or a high school diploma with 1–2 years of relevant experience) and proficiency with Word and Excel. Monday to Thursday and weekend shifts are described in the scheduling section.

Qualifications

• Associate Degree and no experience or high school diploma and one to two years of relevant experience.
• Computer literate (Word, Excel)
• Good verbal and written communication in both English and Spanish.

Responsibilities

• Mails form letters to customers to encourage payment of delinquent accounts.
• Confers with customer by telephone to determine reason for overdue payment and reviews terms.
• Makes direct contacts with delinquent account customer.
• Records information about financial status of customer and status of collection efforts.
• Orders repossession or refers to field, agency or attorney.
• Receives payments and posts amount paid to customer account.
• Reviews account for possible loss mitigation options and refers to Loss Mitigation unit.
• Skips traces customer to new address and follows up through available leads.
• Attempts to repossess merchandise when payment is not made.

Skills

Customer service

Team Work

Ethics

Quality

Bilingual English/Spanish

Verbal and written communication

Education

Associate Degree

High school diploma

Tools

Word

Excel

Job description

Our Company

At FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations. Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

CONSUMER COLLECTOR

COLLECTION CALL CENTER

FIRSTBANK PR

A Brief Overview:

The Consumer Collector calls customers with delinquent accounts and attempts to secure payment or obtain loss mitigation (workout) agreement or secure the asset via Voluntary Repossession or Deposit.

What You’ll Need to Succeed:

• Mails form letters to customers to encourage payment of delinquent accounts.
• Confers with customer by telephone in attempt to determine reason for overdue payment, reviewing terms of sales, service, or credit contract withcustomer.
• Makes direct contacts with delinquent account customer.
• Records information about financial status of customer and status of collection efforts.
• Orders repossession or recommends placement to the field, agency or attorney.
• Receives payments and posts amount paid to customer account.
• Reviews account for possible loss mitigation options, offers the possibility to the client, and refers the client to the Loss Mitigation Workout Unit.
• Skips traces customer to new address by inquiring at post office, questioning references/neighbors or via any leads that may come up via the credit bureaus or other creditors.
• Attempts to repossess merchandise, such as automobile, furniture, and appliances when customer fails to make payment.

What You’ll Need:

Associate Degree and no experience or high school diploma and one to two years of relevant experience.

The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.

• Customer service: Manages difficult or emotional customer situations and responds promptly to customer needs
• Team Work: Contributes to building a positive team spirit
• Ethics: Treats people with respect and upholds organizational values
• Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality
• Computer literate (Word, Excel)
• Good verbal and written communication in both English and Spanish.

Schedule:

Mondayto Thursday 10:00 AM - 7:00 PM & Saturday 8:00 AM - 5:00 PM

Friday and Sunday - No Scheduled

The abovestatements are intended to describe the general nature and level of work beingperformed by people assigned to this job.They are not indented tobe an exhaustive list of all responsibilities, duties, skills requiredofpersonnel so classified.The reporting relationship may not reflectthe most recent changes to the corporate reporting structure.

EQUALEMPLOYMENT OPORTUNITY EMPLOYER